What do I do if there's an issue with my Ship order?

While rare, shipping issues such as lost orders, damaged packages, and thefts occur. If there is such an issue with your Ship order, please contact us, and we'll look into it for you. It’s important to note that additional information may be required for us to help you file a claim:

Lost orders: If your tracking information shows no updates for several days, your package may be lost in transit. Loss may also include misdelivery, where the package has been marked as delivered, but the recipient hasn't received it.

Damaged packages: If your order arrives at its destination and the contents are damaged, you may qualify for a damage claim. Prior to submitting a damage claim, we will ask for photos of the damaged product, internal packaging, and external packaging (including the shipping label).

Theft: If your package shows delivered but the recipient didn't receive it and believes it was stolen, your order may qualify for a theft claim. Prior to submitting a claim, we will ask for a file that shows either a police report, security footage screenshot, or residential manager report.