Shipping Protection Claims

Added Shipping Protection at checkout? If your order arrived damaged, was lost on the way, or went missing after delivery, file your claim below and we'll take care of it.

What's covered

  • Damaged in transit
  • Lost by the carrier
  • Stolen or missing after it was marked delivered

When to file

  • Damaged: within 7 days of delivery
  • Marked delivered but not received: within 7 days of the delivery date. Check with neighbors and around your home first, since carriers sometimes leave packages in unexpected spots.
  • Lost: if tracking hasn't updated in 7 days, or your order hasn't arrived 14 days after shipping

All claims must be filed within 30 days of the ship date.

Have these ready

  • The email address on your order
  • Your order number (it looks like #12345 and is in your confirmation email)
  • Photos of the item and the box, if anything arrived damaged

How to file

  1. Enter your email and order number below, then tap Submit.
  2. Choose the item or items affected.
  3. Tell us what happened and add your photos.
  4. Submit your claim. A confirmation email is on its way right away.

One claim covers your whole order.

What happens next

Our team reviews every claim and emails you at the address on your order. Once it's approved, we'll send a replacement or issue store credit. If an item can't be remade, we'll refund it.

No Shipping Protection on your order? Lost, stolen and damaged packages are handled by the carrier, so please contact them directly with the tracking number from your shipping confirmation email.