Damaged & lost shipment policy

Inspection Upon Delivery
Customers are responsible for inspecting all shipments upon delivery. If there is visible damage to the outer packaging, we recommend documenting it immediately and, when possible, noting the damage with the carrier at the time of delivery.

Damaged Items
If an order arrives damaged, customers must contact us within forty-eight (48) hours of delivery. To help us review and resolve the issue, please provide clear photos of the following:

• The outer shipping box (including the shipping label)
• Any internal packaging materials
• The damaged product(s)

Packaging Retention Requirement
Customers must retain all original packaging materials (outer box, inner packaging, and labels) until the claim is resolved. Discarding packaging may prevent us from filing or completing a carrier claim.

Lost Shipments / Tracking Issues
If tracking shows “Delivered” but the shipment cannot be located, customers must contact us within five (5) business days of the delivery date shown by the carrier. If tracking does not update for an extended period, please contact us as soon as possible so we can initiate a trace with the carrier.

Carrier Claims & Resolution
Shipping damage and loss claims may require a carrier investigation. Resolution timelines vary by carrier and circumstance. We will assist with the claims process where applicable and will communicate updates as they become available.

Limitations & Responsibility
Once a shipment is in the possession of the carrier, delivery timelines and handling are outside of our control. We are not responsible for delays caused by the carrier, weather, or other factors beyond our control. Claims submitted outside the timeframes listed in this policy may be denied.