Claims FAQ

Q: What is a Shipping Claim?
A: In instances where a courier has failed to meet its obligations as defined by the service you have selected, you may request a refund or replacement of some or all of your purchase. This is called a shipping claim.

Q: Who Can File a Claim?
A: You may file a claim if you have received a late, damaged, or misrouted shipment; or if you have not received your package due to one of the aforementioned circumstances.

Q: How Can I File a Claim?
A: If you would like to place a claim, you can e-mail your request to Please specify the nature of your claim in the subject of your message. Please include your order number in all correspondence. If you prefer, you can contact us Monday-Friday between 10am and 6pm central time at 877-624-1982. Please have your order number ready when you call.

Q: What Else Should I Know About Filing a Claim?
A: ...

  • All claims must be filed within ten days of the date of shipment.
  • We are not responsible for any mishandling that may occur after a shipment has been delivered (i.e. packages that fail to reach the intended recipient after being delivered to a mail room, front desk, apartment manager, etc.)
  • A shipment is considered late if it did not arrive in the appropriate number of business days following shipment.
  • Customers filing claims for late deliveries will be credited shipping charges only. Packaging and handling fees are nonrefundable.