Order
File a protection claim
Shipping protection is an optional add-on chosen at checkout. If it is on your order, it shows as its own line in your confirmation email, and this is where you file a claim. The protection provider reviews each claim and decides on a replacement or a refund.
| Issue | When you can file | What you need |
|---|---|---|
| Stolen: marked delivered, not received | Once it has been 5 days since delivery | Order number and email |
| Lost in the United States | After 7 days without a tracking update | Order number and email |
| Lost internationally | After 20 days without a tracking update | Order number and email |
| Damaged | Within 15 days of delivery | A photo of the item and a photo of the box |
Look up the order
Enter the order number and email. The page confirms whether the order has protection.
Pick the issue type
Stolen, lost or damaged. If it is too early to file, the page shows the day the claim opens.
Add photos for damage
One of the item and one of the box it came in.
Watch your inbox
The provider may write back with a question. The app writes to the email on the claim and may ask for a reply or photos.
Protection questions
How do I know if my order has protection?
It appears as its own line on the order and in your confirmation email. Looking the order up here confirms it too.
My order does not have protection.
Write to us instead. For a lost, stolen or damaged order without protection, we can refund it or issue store credit, within 60 days.
Can I add protection after ordering?
No. It is chosen at checkout.
My claim was closed.
The protection provider decides each claim, and its email on the claim says why it closed. Write to us with the order number and we will help you reopen the conversation.