Marked As Delivered (Stolen)
• Issues can be approved no earlier than 5 and no later than 15 days from when it was marked delivered.
• Orders over US$100 equivalent require a police report.

Stuck In Transit (Lost)
• Issues can be approved no earlier than 7 days and no later than 30 days from the last update (US), 60 days from order date.
• Issues can be approved no earlier than 20 days and no later than 30 days from the last update (International), 60 days from order date.

Damaged
• File issues for damaged items with photos of the package and item (required) and no later than 15 days from when it was marked delivered.

To protect your order against loss or theft, add Package Protection at checkout. When you add Route Protect, you can easily file an issue for a lost, stolen, or damaged package. When you file an issue, it will be reviewed for approval for a reorder or refund within 1-2 business days.

To protect your order against damage that occurred during shipping, add Package Protection at checkout in the shipping options. When you add Package Protection at checkout, you can easily file an issue for a lost, stolen, or damaged package. When you file an issue, it will be reviewed for approval for a reorder or refund within 1-2 business days.

Contact us via our contact forms so we can verify you added Package Protection at checkout. 

Yes! When you insure your orders with Package Protection, stolen items are eligible for reorders or refunds.