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CLAIMS PROCEDURES FOR LOST OR DAMAGED SHIPMENTS:

PACKAGES RETURNED DUE TO INCORRECT ADDRESS:

If a package is returned to us due to a bad address, or an error on the part of the delivery service, we will reship the package at no additional cost, as long as there was no error on the original address provided by you, otherwise you will be responsible for the re-shipping fee.

CLAIMS DUE TO DAMAGED GOODS IN TRANSIT-EXTERIOR BOX DAMAGED:
If you have received damaged items (exterior shipping box is damaged) please follow our claims procedure as follows: All of our packages are insured with our Private Insurance Carrier. If your package is indeed damaged, we will need to file a claim with our carrier. Please fill out the form located here and send us images of the container or box as well as the damaged product (In this case we request also that you send us a photo of the box, the label , damaged goods (if any) and the inside of the box as you received it, so that we can file a claim on your behalf. This form must be completed and evidence must be attached or the claim will not be honored by our Insurance Carrier. It will take 15 days to resolve this claim with our Insurance Carrier. In the meantime, we can either issue a refund or send a replacement to you. There is no additional shipping charge for replacing the goods-however any upgrades in shipping on the replacement will be charged to you.

CLAIMS DUE TO LOST SHIPMENTS-CANNOT BE LOCATED/NO DELIVERY CONFIRMATION:

In the event your shipment has not reached you, and the tracking information does not provide a completed delivery confirmation, it is possible that the package may be lost. In this event, please send us an email and we will initiate a tracer on the package. This may take up to 15 Business Days. If the package cannot be located within 10 days, and there is no delivery confirmation, we will file a claim form (must be completed on your end) with our Private Insurance Carrier, for reimbursement on your behalf, AS LONG AS THE ORIGINAL ADDRESS PROVIDED WAS ACCURATE. Once the claim is filed with our Insurance Carrier, it will take up to 5 days Business days (sometimes less)) to resolve the claim. At that time, we will immediately replace the package or refund the cost as soon as the claim is resolved.

CLAIMS FOR LOST SHIPMENTS DUE TO MAIL THEFT AFTER A COMPLETED DELIVERY:

Packages sent by USPS:

We are not responsible for failed deliveries due to Mail Theft. Unfortunately this is becoming a more common occurrence and Insurance Companies will not honor claims made for theft of USPS Mail., as this is considered a crime. . You should report this to the US Postal Inspectors and the Police by filing a report to the Postal Service by phone. You can call the U.S. Postal Service at 1-800-275-8777. ...As a customer courtesy, we will work with you to replace the merchandise at a reduced cost to you.

Packages sent by UPS:

If UPS Tracking says that your package is delivered, but you don't have your package?


If your driver completed the delivery, then the package's tracking status or a delivery notice (a UPS InfoNotice ) should indicate where your driver left the package. Shipments that don't require a signature can be left in a safe place at the driver's discretion. This could include the front porch, side door, back porch, or garage area.

If the tracking status indicates that your driver completed delivery and obtained a signature, the package might have been signed for by a neighbor or another resident at your location. If the driver delivered your shipment to an alternate location, you should have received a UPS Notice that indicates where the shipment was left (for example, a neighbor's house or leasing office).

Check with others at your address, or perhaps a neighbor, to see if someone else has picked up the package. You can also check around the entrances of your residence for the package, particularly on back porches, bushes, garages, grills, or other places that might protect your package from theft or weather. Note that drivers may also use plastic bags to protect your package from the weather.

If you still cannot locate the package, contact us to initiate a trace process with UPS. We will then follow up with you on the progress of your shipment and advise you if UPS will honor a claim. We will assist you in this process and keep you informed as to the outcome, as UPS handles these claims on a case by case basis..