Damaged or lost order submission
How to submit a Damaged/Lost Order:
What is this submission form and how does it work?
- Here you can submit details for orders that arrived damaged to your customer or were lost in transit.
- For lost orders, pick “LOST ORDERS” button. Enter the tracking number, receiver's email and phone number. For damaged order submissions, select “DAMAGED ORDERS”. Enter tracking number, receiver's email and phone number. After that, attach pictures of the damaged order as shown in the examples.
- Select one of the two options - receive a refund for shipping and product, or request to send a free replacement to the customer.
- IMPORTANT: submissions are valid if sent no later than 14 days after receiving the package (damaged orders) or no later than 14 days after the package is labeled "lost" in tracking.