Lost or Stolen Package Claim
Lost or Stolen Packages:
We ship all orders via the U.S. Postal Service (USPS). It is your responsibility to provide us with a shipping address where packages can be securely delivered by USPS or by your country's postal service without risk of theft or loss. We assume no responsibility for packages that are lost or stolen after USPS or another postal service completes delivery to the address that you provide to us. If you are concerned about the security of packages received at your mailing address, you should provide a different shipping address for your order.
Submitting a Claim for a Lost or Stolen Package
If you believe your package has been lost or stolen, you must report to us that you did not receive your package within 2 weeks of placing your order (for shipments within the USA) or 1 month of placing your order (for shipments outside the USA). Please send your claim on the form below.
Once you have reported your lost package, we will determine if the package was lost before or after it was delivered to your address. If the package was lost before it was delivered to your address, we will launch an inquiry with USPS about the lost package and attempt to have it recovered and either mailed to you or returned to us. Since such inquiries take time, we reserve the right to wait up to 30 days after the start of the inquiry before we declare the package to be a complete loss. If we declare the package to be a complete loss, we will reship your order to you at no charge.
If your package was lost or stolen after it was delivered to your address, we will consider reshipping the order to you if you provide us with the following information:
- A letter or email which confirms that you have thoroughly inspected your property to make sure that the package is not there, and that you have also asked your family, friends, neighbors, and landlord if they have seen your package.
- A letter or email which confirms that you have contacted your local post office to see if it has the package, and that the post office said it delivered the package and no longer has it. Your letter or email should include the full name and telephone number of the postmaster for your local post office so that we can call them to verify the statement.
Upon receiving this information, we will reply to you with our decision about whether we will reship the order. Before replying, we may ask USPS to conduct an inquiry to confirm that your package is lost. We reserve the right to wait up to 30 days after the start of the inquiry before we decide to reship the package. This time period is necessary to confirm if the package is lost. We reserve the right to refuse reshipment of an order based on our review of your request and any information gathered from USPS.
If we reship a package that was lost or stolen after it was delivered to your address, we will require you to sign for the reshipped package in order to receive it. We also reserve the right to ask you to reimburse us for our shipping expenses. Please note that we do not grant refunds on packages that were lost after being delivered to the address that you provided to us.