Report a Package Issue

You have 7 days from the delivery date shown on your tracking to submit a claim. We recommend filing as soon as possible — ideally within 48 hours — as this allows us to investigate with the courier while the information is still fresh. Claims submitted after 7 days may not be eligible for resolution.

At minimum, we need your order number, a description of the issue, and at least one clear photo showing the problem. For damaged packages, photos of the outer packaging AND the product inside are ideal. For lost packages, your tracking number helps us investigate with the carrier. The more evidence you provide upfront, the faster we can resolve things.

First, check with neighbours, your building’s front desk, or any safe places the courier may have left the package. Also check around your property — sometimes couriers leave items in less obvious spots. If you’ve done all this and still can’t find it, wait 24 hours after the “delivered” status (couriers sometimes scan before actual delivery) and then submit a claim. We’ll investigate with the carrier on your behalf.

In most cases, no. For damaged or defective products, we typically don’t require you to return the item — just provide clear photos as evidence. We may ask for a return in specific circumstances (e.g., wrong item received where the product is still sealed and resalable), but we’ll cover all return shipping costs if that’s needed.

Yes. When you submit your claim, you can indicate your preferred resolution — full replacement, full refund, or partial refund (if you’d like to keep a partially damaged item). We’ll do our best to honour your preference. In rare cases where your preference isn’t possible, we’ll contact you to discuss alternatives.

Refunds are processed back to your original payment method. Credit/debit card refunds typically appear within 3-5 business days. PayPal refunds are usually faster, often within 1-2 business days. We’ll send you a confirmation email once the refund has been initiated on our end.

If a claim is denied, we’ll provide a clear explanation of why. Common reasons include: filed after the 7-day window, insufficient evidence, or the issue was caused by something outside our control (e.g., you provided an incorrect address). If you disagree with our decision, you can reply to the denial email and request a review by a senior team member.

Absolutely. You don’t need to claim for the entire order if only some items are affected. Just specify which items are damaged in your claim form and we’ll only replace or refund those specific items. The undamaged items are yours to keep.