We understand how frustrating shipping issues can be, and we’re here to help make things right quickly and easily. Below are some common questions and answers that can guide you through resolving any issues you might face.
What should I do if my order is delayed beyond the estimated delivery time?
First, check your tracking link for any updates or changes to the delivery status.
If there has been no movement for 5 or more business days, please reach out to our Live Chat for an immediate investigation into the issue.
What happens if my order arrives damaged or defective?
If your order arrives damaged, please:
Take clear photos and videos of the item and the packaging.
Report the issue via Live Chat within 48 hours so we can ensure eligibility for a fast resolution.
Can I dispute a charge for an undelivered order?
If the tracking shows no delivery, contact our Live Chat support.
If the order is confirmed as lost, we’ll process either a replacement or refund, as outlined in our shipping policy.
How do I file a claim for a lost or stolen package?
If your tracking shows "delivered" but you didn’t receive your package, please:
Check with your neighbors or building staff to see if they received it.
If you still can’t find it, contact Live Chat within 7 days to initiate a claim.
What should I do if I received the wrong item?
If you received the wrong item, please:
Take photos or videos of the item and packaging.
Start a Live Chat with us, and we’ll arrange to send you the correct item right away.
Can I request a refund if my package is returned due to an incorrect address?
Yes, you can request a refund, but please note that additional shipping fees may apply. For assistance with reshipping, simply contact Live Chat.
Who is responsible if my package is lost in transit?
If the carrier loses your package, we’ll handle the claim with them directly.
If you have shipping insurance, the claims process is usually quicker.
What if I believe I was overcharged for shipping?
If you believe you’ve been overcharged for shipping, don’t hesitate to contact us via Live Chat or email. We’ll review your order and provide a full explanation or a refund if applicable.
How long does it take to resolve a shipping dispute?
Most issues are resolved within 5 to 7 business days. However, claims for lost packages may take a bit longer, depending on the carrier’s response times.
Do I need to provide documents when filing a dispute?
Yes, in some cases we may ask for the following:
Your order confirmation
Tracking information
Proof of damage or incorrect item (photos/videos)