Delivery Issues, Damaged Packages & Shipping ClaimsUpdated 3 hours ago
My package arrived damaged. What should I do?
If your package arrives with damaged packaging or damaged products, please contact our Customer Success team within 48 hours of delivery.
To help us review the situation, please provide:
- Photos of the exterior of all boxes received
- Photos showing any damage to the packaging
- Photos of the products inside the package
- Photos of shipping labels, if requested
Please keep all packaging materials and products until our review is complete.
Who files shipping claims?
If a shipping claim is needed, we'll handle that process on our end.
To help us determine the next steps, we may request photos and additional details about the shipment. Providing complete information allows us to review the situation as quickly as possible.
My package was left outside and was damaged by weather. What should I do?
If your package was damaged after being left outdoors following a succesfull delivery, please contact our Customer Success team and send photos of the package, products, and delivery location.
Each situation is reviewed individually. Factors such as the delivery location, weather conditions, package condition, and the amount of time between delivery and discovery may all be considered during our review.
While we can't guarantee a specific outcome, we're happy to review the circumstances and see how we can help.
My tracking shows "Delivered," but I can't find my package.
Before contacting us, please:
- Check around your property for alternate delivery locations.
- Check with household members, neighbors, or building management.
- Review the tracking information for any delivery notes.
If you still can't locate your package, please contact us within 48 hours of the delivery notification.
What information will you need?
Depending on the situation, we may request:
- Your order number
- Photos of the package and contents
- Photos of shipping labels
- Details about the delivery location
- Information shown in the tracking record
The more information you can provide, the faster we're able to review your concern.
How can I help prevent delivery issues?
We recommend signing up for UPS My Choice®, a free service that allows you to:
- Receive delivery notifications
- Track packages in real time
- Add delivery instructions
- Redirect eligible shipments
- Manage deliveries when you're away from home
If you're expecting a delivery during bad weather and may not be available to bring it inside right away, consider arranging a covered delivery location or leaving a waterproof covering, such as a tarp, in the delivery area.
Please note that delivery preferences are managed directly through UPS and may not be available for all shipments.