Shipping Protection Policies

To protect against lost, stolen, and damaged items, customers can select Shipping Protection for a small fee at checkout. Customers will be able to file a claim if their circumstances meet the criteria set in our policies below. Shipping Protection is available for addresses in the contiguous United States, US territories, APO, and FPO. Please read our complete policy and for any other questions or concerns, our customer support team is available to assist.

What Shipping Protection Covers:

Packages Presumed to Be Lost: An item is considered “lost” if it never is reported as “delivered,” and if 10 business days have passed since the last tracking status update for domestic shipments, or 20 days for territories and APO/FPO shipments. A claim must be filed within 30 days of the last tracking update.
Elapsed Estimated Delivery Date: If 48 hours have passed since the last estimated delivery date provided by the carrier, and no delivery or update to the package status has been made, please contact customer support. A claim must be filed within 30 days of the last tracking update.
Only Part of an Order Was Received: If a single order is shipped in multiple packages and any individual package(s) does not arrive within 10 business days of the estimated delivery date, please contact customer service. A claim must be filed within 30 days of the last tracking update (“delivery date”).
Order Marked “Pre-Shipment” “Label Created” or “Shipment Information Received”: If an order is marked “pre-shipment,” “label created,” or “shipment information received,” for more than 10 days please contact our customer support team.

What Shipping Protection Does Not Cover:

Invalid Address, Delivery Barriers, or Packages Marked “Return to Sender”: We will not consider a package “lost” if a shipping carrier is unable to deliver a package due to an invalid or undeliverable address, an unexpected delivery barrier, or if the customer refuses a delivery.
Wrong Address Entered: We will not consider a package “lost” if the customer entered the wrong address at the time of purchase. If the package has not yet shipped, customers should contact customer service to provide the correct address. If the package has already shipped, customers should reach out directly to the shipping carrier to divert the package to the correct address.

Stolen Items Policies:

Delivered but Missing Package: We will consider a package “stolen” if the package is marked “delivered” but the customer did not receive it. A claim must be filed within 30 days of the “delivery date,” but no sooner than 5 days to account for the possibility that the package may be found on the premises or has been marked “delivered” prematurely by the carrier.
Delivered to Wrong Address: We will consider a package “stolen” if the customer provided the correct address at checkout, but the shipping carrier delivered it to the wrong address. A good faith effort to recover the misdelivered package should be made before filing a claim. A claim must be filed within 30 days of the “delivery date,” but no sooner than 5 days to account for the possibility that the neighbor may return the misdelivered package.

Damaged Items Policies:

Damaged Items: We will consider an item “damaged” if it is unusable. We will require evidence of the damaged item (photos, videos, etc.) as part of the claims filing process. Claims for damaged orders must be filed within 30 days of the delivery date. Damaged items may need to be returned at the discretion of our customer support team.
Manufacturing Defects: Shipping Protection will not cover a “damaged” item if it exhibits any manufacturing defects or nicks or marks that you suspect may have occurred prior to shipment (e.g. the box or packaging does not show signs of mishandling). Please contact our customer support team as manufacturing issues are covered under our standard refund policy.

Miscellaneous Policies:

Late Claim: All claims must be filed 30 days from the last tracking update for lost orders and 5 days from the delivery date for damaged or stolen orders. If a claim is filed outside of these time frames, we reserve the right to deny the claim.
Expedited Shipping: Shipping Protection does not cover shipping carrier delays or lateness on expedited shipping (e.g. overnight, next day, or two- or three-day delivery). For example: If you purchased two-day shipping and your order is delivered (undamaged) any time after the second day, our policy does not apply. For questions or concerns, contact our customer support team.
Out of Stock Items: If a package is lost or stolen, we reserve the right to issue store credit for items that are listed as out of stock or not available for replacement.
Quality Control: Shipping Protection will not cover a product if a customer is unsatisfied with the quality of the product received. The customer should reach out to our customer support team to remedy any quality concerns under our standard return policy.
Returns: Shipping Protection does not cover change of mind returns. For any questions about a return or exchange order, or any issues with a return, please contact our customer support team.
Payment Installment Companies: It is the customer’s responsibility to pay any payment installment company (Affirm, Afterpay, etc.). Once the customer has been refunded for their order, the customer must pay their installments to the payment installment company directly.
Wrong Order or Items Received: If a customer receives the wrong item or order, please contact our customer support team to remedy the problem under our standard return policy.