Dispute a retailer complaint

We understand that sometimes items may arrive damaged or go missing during shipping. If you receive a request from a retailer for a replacement or refund for missing or damaged items, we kindly ask that you help fulfill the request to the best of your ability.

Order was reported as missing

To help prevent missing item reports in the future, we highly recommend requiring a signature for your shipments. This will ensure delivery and provide solid evidence that an order was received. Additionally, if your order is being shipped out in multiple packages, please let your buyer know by adding the additional Tracking IDs into the Shipping Tracking Code section, separated by commas. This will prevent buyers from thinking they have only received half of their order, when the rest of their items may still be on the way.

Order was reported as damaged

If an item is reported as damaged, we require that customers report any damages or missing items within 2 weeks of receiving the items, and provide an image of the damage as well.

If you would like to dispute a missing or damaged item request from a retailer, please contact us at [email protected] with the order number, retailer’s request, and your concerns. Our team is always available to help and we will work with you and the retailer to find the best solution.

In addition, we highly recommend purchasing insurance for your packages to assist in disputing any potential lost packages or damages with your shipping carrier.