Did Not Arrive-
If your UPS box is stolen off your porch or was never delivered, it is covered by insurance. The first step is to check all around your house to make sure the delivery person did not leave it in a bush, carport, garage etc. The second step is to contact us in writing so we can contact UPS and put in a claim. It usually takes 8 days to get a claim approved with UPS. If the claim is accepted we will issue a refund. Please use a SAFE address when you checkout. More and more boxes are being stolen from unlocked boxes and this drives product prices up and up. We expect that you will work with this during this process.
USPS insurance does not cover theft from your box or porch! If it is a Priority Mail box then please visit your local post office with your tracking number. The second step is to contact us in writing so we can contact USPS and put in a claim. It usually takes 10 to 30 days for USPS to settle a claim. If the claim is accepted we will issue a refund. Please use a SAFE address when you checkout. More and more boxes are being stolen from unlocked boxes. It is not our responsibility to verify your address, check to see if the address is secure, or be responsible for your entering an unsafe address. This is the customer's responsibility. We expect that you will work with this during the claim process. We need to hear from you asap! There are time limits to filing claims, so please contact us within 14 days of your box being overdue.
Damage Claims-
If a package arrives damaged we must be told within 3 day of receiving the package (or being notified by the shipping company). It is important not to throw out the box or use the contents of the package. For a damage claim to be successful, the shipping company must be able to visually verify the damage if they ask to inspect it. Once the claim is finished, the items can usually be dispensed with in whatever manner works best for you. If you do not follow these instructions, a claim cannot be processed and a refund will not be made. There are no exceptions to this. Damage to our boxes is rare, but it does happen. We ask for your assistance in working through the problem to a resolution.