Conditions for Returns
Customers are strongly encouraged to purchase the "Route Package Protection" at checkout. This is also stated in the shipping policy. Orders processed without the "Route Package Protection" will "not" be guaranteed re-delivery, exchange, or refunds.
CLAIMS SUBMISSION PROCESS
1. MISSING ITEMS:
- If your order was received and is missing items, please contact customer service here and include your order number in the subject line.
2. DAMAGED UPON DELIVERY:
- If you received your order and 1 or more items were damaged click here to file and include photos of the damage.
3. MARKED AS DELIVERED (Stolen):
- Refer to your carrier tracking number for delivery updates.
- Please allow 5 days after the carrier reports the delivery but no more than 10 days.
- After 5 days, submit your claim here.
- ***If your order is valued at $100+ your claim must include a police report.***
4. LOST IN TRANSIT:
- Refer to your carrier tracking number for delivery updates.
- If your carrier declares a delay in delivery or your delivery is beyond the estimated delivery date your package may be lost in transit.
- Please allow a minimum of 7 days after either the update or the past delivery date to file your claim but no longer than 15 days.
- After 7 days, submit your claim here.
Order claims outside of the Route Protection will be reviewed and determined within 48 hours of receipt.
Refunds or exchanges externally are not guaranteed but will be considered on a "by case" basis.
The following orders/items cannot be returned:
- Product items with an opened or broken seal.
- Personal Care, Home Cleaning, Underwear, Swimwear, Food, and hygiene products are all FINAL SALE.
- Items that you have made specifications to or clearly personalized/customized.
- Visibly damaged items that according to their nature are not suitable to be returned, have deteriorated, are soiled, or the expiration date has passed.
- Items with odors may present as a health safety concern.
We reserve the right to refuse returns of any merchandise that does not meet the above return conditions at our sole discretion.
