Order Protection Shipping Policy & FAQ
What is Order Protection?
Order Protection protects your order against loss, damage, theft and more. In a few clicks, you'll receive a refund or replacement for approved claims. To cover your order, make sure Order Protection is toggled on at checkout.
How do I buy Order Protection?
Order Protection will be available to add once you reach your cart. Once added, it will appear at checkout before you place your order.
How do I make a claim with Order Protection?
If you’ve purchased Order Protection and need to make a claim, head here or click the "File a Claim" button on your order confirmation page.
What am I covered for?
Order Protection covers lost, damaged, stolen, wrong/missing items and orders that are returned to sender.
How long will my claim take?
Order Protection aims to respond within 2 hours. Most customers get a resolution even quicker than that!
How long before my delivery is considered lost?
If your package hasn't had an updated tracking scan in 7+ days, it’s considered lost in transit, and you can make a claim. For international shipments, you can submit your claim after 14+ days.
What happens if my parcel is stolen / if it says delivered but I haven’t received it?
Make a claim as normal here. If your order is high value, you may be asked to provide proof of a filed police report.
What if My Order Arrives Damaged?
If your item arrived damaged, please take photos of both the item and the packaging it came in. These will be needed when filing your claim.
You can file a claim here.
If you suspect the item was damaged during manufacturing or has a defect, please reach out to us directly—we’ll be happy to help.
What happens if I’ve received a wrong item?
You’ll be asked to provide a photo of the wrong item to confirm the claim.
How long do I have to make a claim?
You have 30 – 45 days to submit a claim, depending on the claim type. This is from the date you placed your order.
