Shipping Protection

 

We offer optional Shipping Protection through Re:do, which is automatically added at checkout unless removed. Shipping Protection helps safeguard your order against unexpected issues while in transit.

If you prefer not to use this service, simply select “Checkout without free returns and package protection” in your cart.

What Shipping Protection Covers

When you keep Shipping Protection on your order, you’re covered for:

Lost Packages

A package is considered lost when:

  • The tracking shows “Delivered” but you did not receive it.

  • Claims can be submitted no earlier than 5 days and no later than 15 days after the package is marked delivered.

  • Orders over $150 require a police report.

Damaged Packages

You are covered if:

  • Items arrive damaged due to transit. This includes wet, stained, dented, torn, or compromised boxes.

  • Part of your order is missing due to the package being opened or damaged during transit.

Please contact us right away if your package arrives damaged or tampered with.
Include clear photos of the package and affected items for a quick resolution.

Stolen Packages

If your package is marked delivered but not received, we will assist through the Redo portal to process your claim.

What Shipping Protection Does Not Cover

  • Incorrect or incomplete shipping addresses provided by the customer

  • Redelivery fees

  • Delays in transit

  • Orders stuck in customs due to unpaid duties or import fees

  • Refused customs payments

  • Items returned to us that are not in resalable condition

  • Packages with valid GPS or photographic proof of delivery (delivered to your property, neighbor, or secure location)

We may classify your package as delayed if your area is experiencing known transit issues.

We reserve the right to deny claims in cases of suspected fraud or abuse.

Shipping Protection is non-refundable and cannot be canceled once the order has shipped.

What Happens After You Submit a Claim

Once we receive your claim, please allow up to 7 business days for review.

If approved:

  • A replacement will be sent at no cost (when available), or

  • A refund will be issued back to your original payment method.

If the original package shows up later, we kindly ask that it be returned to us. We’ll provide a prepaid label.

If You Opt Out of Shipping Protection

Orders without Shipping Protection are not covered for loss, theft, or damage.
In this case, you will need to file a claim directly with the carrier:

We cannot reship or refund orders that are lost, stolen, or marked delivered but not received if Shipping Protection was not purchased.