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What if my order is lost or damaged in transit?Updated 4 months ago

WHAT IS PREMIUM PACKAGE PROTECTION?

All orders automatically come with an additional cost added by default for "Premium Package Protection". This can be toggled on and off in your cart, and was implemented to protect your orders from any issues in the delivery process.


PROTECTION FROM DAMAGE, LOST AND THEFT

Sometimes bad things happen to good packages. Unfortunately, couriers often waive responsibility for these mishaps, or have convoluted and inconvenient methods for retrieval or replacement. We know how frustrating and disappointing it can be, which is why we offer Premium Package Protection to provide you peace of mind and a quick solution should the worst happen. 

If your order never arrives or is damaged when it arrives, you can easily file a claim with our team and receive a replacement order or store credit.

If your package has been marked "delivered" but you have not received it, please wait at least 3 days, but no longer than 15 days, after delivery confirmation to file a claim.   

For packages marked delivered, where it has still not been received 3 days after delivery confirmation (and no longer than 15 days), we will issue you a replacement. If a replacement cannot be sent due to lack of availability or similar, we will issue store credit for the original purchase price of the item(s)

For packages not marked delivered & presumed lost by the carrier, we will issue store credit for the original purchase price of the item(s)

For damaged packages, we will issue you a replacement. If a replacement cannot be sent due to lack of availability or similar, we will issue store credit for the original purchase price of the item(s)


WHEN IS MY PACKAGE CONSIDERED LOST?

A package is typically considered "lost" 15 days after the package has been dispatched. If it has been 15 days since your package has been dispatched (initial scan by the delivery provider) and your package has not arrived, please contact us immediately. If it has been more than 30 days since your package was mailed, we unfortunately cannot re-ship your item or offer a gift card replacement. Lost packages must be reported within 30 days of mailing for Premium Package Protection to be valid.

We’re here to help and we want to resolve any claims as quickly as possible. In doing so, we may need some information from you, such as photos of items damaged in transit. 


HOW DO I FILE A CLAIM?

To file a claim, contact us through our Contact Us form or Live Chat with your Order ID, contact info, and a description of the problem, and we will get back to you within 1-2 business days. Please include photos of damaged items, if applicable. For speedy resolution, please use subject line: "Premium Package Protection Order [Your July order number]" 


WHAT IF I DON’T HAVE PREMIUM PACKAGE PROTECTION?

If you declined Premium Package Protection and your package has been lost, stolen, or damaged, please contact the shipping carrier directly to seek a resolution. Without Premium Package Protection on your order, July will not be able to provide a replacement or store credit.

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