Returned by the shipping carrier
If the carrier is not able to deliver the items to the provided address, they will return them to us. Most commonly it’s referred to as the ‘wrong address’. It happens if you provide an address that is considered insufficient by the courier. Be extra careful with apartment numbers and zip codes! Don’t leave them out and double-check the digits. You can use a simple tool like the USPS ZIP code lookup to make sure that the city in the address matches the zip code.
Another reason items are returned by the carrier is that they were ‘unclaimed’. If you do not collect the item at the local post or a different pickup location, it will be returned. In most cases, the shipment will be returned to us.
We will be able to reship the returned items to the correct address. However, keep in mind that you will be liable for reshipment costs once you confirm an updated address.
Returned by you
It’s possible that you might receive a damaged item. There are a handful of reasons why that might have happened. It could be a manufacturer’s error, fulfillment error, or damage during shipping. We have quality control that our products go through. However, as with everything, we might accidentally let through an item that has defects. If you receive a damaged or defective item, we always take full responsibility and provide a free replacement.
Please provide us with photos as well as your order number of the unsatisfactory product and the packing slip. Our customer support will be able to get back to you quickly when you attach these photos to the official problem report.
“Lost in Transit” items
To inform our customer support team of a lost in transit shipment, use the same contact us form. This is most common with international shipments sent without international tracking but sometimes happens with domestic orders as well. Usually, you will see limited or no entries to the tracking log from the link we provide. This shows that the package might be lost. With international orders, since the package has no international tracking, it does not get scanned in each warehouse and location it arrives at, which makes it more prone to getting lost in transit. Domestic orders are more likely to be lost somewhere along the way to its next scanning point.
The best thing to do when this happens is to double-check your provided address.
If the particular shipment had international tracking yet it seems to be lost, here’s what you do. Please open up the tracking link in the shipping confirmation e-mail and copy the tracking number given.
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