Order Insurance Policy

How to File a Claim for Lost, Damaged, or Stolen Orders

If your order is lost, arrives damaged, or is stolen during transit, we provide a structured process to help resolve the issue as efficiently as possible. Customers may also choose optional parcel protection, which covers eligible claims for a fee equal to 3% of the total order value. When this protection is active, and all items are available in stock, a replacement can be issued promptly. If certain items are unavailable, a refund or store credit may be provided as an alternative solution.

Understanding a “Lost” Shipment

A parcel may be considered lost under specific conditions related to delivery status or tracking behavior.

Delivered but not received:
If tracking information indicates that your order has been marked as delivered but you have not physically received it, we recommend waiting up to five working days. In some cases, couriers update the delivery status early or attempt redelivery shortly afterward. It is also advisable to check surrounding areas such as secure delivery spots, mailrooms, or with neighbors, as parcels are sometimes left in alternative safe locations.

No tracking updates for an extended period:
If your tracking information has not been updated and the shipment has exceeded more than half of the expected delivery timeframe, the order may be classified as delayed. Estimated delivery times vary depending on the selected shipping method:

Domestic Standard Shipping: approximately 10 working days
Domestic Fast Shipping: approximately 5 working days
Domestic Express Shipping: approximately 3 working days
International Passport Shipping: approximately 17 to 19 days
UPS Expedited International: approximately 4 to 5 working days
UPS Express International: approximately 2 to 4 working days

If delays are caused by unusually high shipping volumes or network congestion, the situation may still be treated as eligible for a refund or replacement depending on the case review.

Understanding a “Damaged” Order

An order is considered damaged if it arrives in a condition that is not usable or has been negatively affected during transit. This includes situations where items are broken, crushed, torn, or otherwise physically compromised upon arrival.

A shipment may also be classified as damaged if items are missing due to packaging failure, such as a box or parcel opening during transport. In such cases, partial loss is treated as transit damage.

For all damage-related claims, customers are required to provide clear photographic evidence showing the condition of the items and packaging. This helps ensure faster verification and resolution.

Situations Not Covered Under Claims

Certain circumstances fall outside of our responsibility and are not eligible for compensation or replacement:

Incorrect address submissions:
If an inaccurate or incomplete delivery address is provided at checkout, we are not responsible for lost packages or any additional redelivery charges that may arise. Customers are strongly advised to verify all shipping details before placing an order.

Carrier-related delays:
Delays caused by logistics providers, customs processing, or unexpected weather conditions cannot be controlled or guaranteed by us and are therefore not covered under claims.

Unshipped or unfulfilled orders:
Orders that are still pending fulfillment may be delayed due to stock availability or operational processing. Customers will be notified if such issues occur.

Customs delays:
International shipments may occasionally be held by customs authorities. These delays are outside our control and cannot be expedited by us.

Packages marked as left unattended:
If a customer requests or allows parcels to be left outside the delivery location, any loss, theft, or damage that occurs afterward cannot be claimed under our protection policy, as it falls under courier delivery conditions.

Claim Processing and Support

To initiate a claim, customers should contact our support team as soon as an issue is identified. Providing order details, tracking information, and any supporting evidence will help speed up the review process. Each case is assessed individually to determine the most appropriate resolution, whether that is a replacement, refund, or credit option depending on product availability and eligibility.