Every order can be checked out with shipping protection. If your set was lost in transit, stolen after delivery, or arrived damaged, file a claim and we reship it — you don't chase the carrier, we do.
Takes about 3 minutes. You'll need your store name and order number to locate your purchase.
Tracking stalls or the carrier can't locate your parcel. We reship your set at no cost.
Marked delivered but never made it to you. Porch theft is covered — a replacement goes out.
Arrived cracked, crushed, or dead out of the box. Send photos and we replace the unit.
From your confirmation email — looks like #1234.
A screenshot of the carrier page works too.
The unit, the box, and the shipping label.
What happened, and when you noticed it.
Claims are handled by ClaimSorted, our shipping protection partner. Search for our store name and your order number to pull up your purchase.
One issue per submission. If several items were hit by the same delivery problem, include them all in that one claim.
Attach your tracking screenshot and any damage photos while you're in the form. Missing files are the number one cause of delays.
Once the claim is approved, a replacement ships out and you get a fresh tracking number by email.
One issue per submission keeps your claim moving.
Replacements ship from our US fulfillment center with fresh tracking.
It's an optional add-on at checkout. If you selected it, it appears as a line item on your order confirmation email.
Contact our support team with your order number and what happened. We still help — it just isn't automatic, and carrier claims take longer.
Most claims are reviewed within 1–3 business days. Complete submissions move fastest; if something's missing we'll email you a clear list of what we need.
File within 30 days of the delivery date (or the last tracking update for a lost parcel), and within 60 days for damaged or defective units.
Shipping protection covers a replacement shipment. If you'd rather have your money back, that's the 30-day money-back guarantee — start with our returns policy instead.
Still unsure? Message our support team or read the shipping & return policy.
Claims are reviewed within 1–3 business days.