Order
File a protection claim
Shipping protection is an optional add-on chosen at checkout, with its price shown before you add it. If it is on your order, it shows as its own line, and a stolen, lost or damaged package is claimed here. The protection provider decides on a replacement or a refund.
| Reason | When you can file | What is needed |
|---|---|---|
| Stolen: marked delivered, not received | Once it has been 5 days since delivery | The order number. No police report is asked for |
| Lost in the United States | After 7 days without a tracking update | The order number |
| Lost internationally | After 20 days without a tracking update | The order number |
| Damaged | Within 15 days of delivery | A photo of the item and a photo of the box |
- The app writes to the email on the claim and may ask for a reply or photos. Watch your inbox once you have filed.
- A limited-drop item that has sold out can only be refunded, never replaced.
Protection questions
How do I know if my order has protection?
It is its own line on your order confirmation and in your account.
My order has no protection.
Then there is no claim to file here, and it comes to us. Write to us with the order number.
Is it worth adding?
That is your call. It earns its keep on an order that will sit on a porch for hours.