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Lost or Damaged Order Claims

This article describes how sellers manage orders that have been lost or damaged during shipping or delivery.

This article contains the following sections:

 

Carrier Damage Claims

To open a carrier damage claim, we must submit specific evidence that the carriers require. 

Please provide our Support team with clear photos of the following:

  1. The exterior shipping box
  2. All internal packaging materials
  3. The full shipping label showing tracking details
  4. The entire item
  5. Close-ups of the damage
    • Claims cannot be filed without packaging and label photos.
  6. Any additional supporting details that were not included in your initial note

Send all files in high resolution and, if possible, from multiple angles.

If an item suffers irreparable damage in transit, we may close the order, issue a full refund to the buyer, and release your payment after the claim is resolved. You will receive a notification when your payment is released.

To help us reach resolution:

  • Provide clear photos showing the extent of the damage and why the item is not salvageable.
  • If you used seller-managed shipping, share your carrier claim number and any carrier decisions.

Processing times can vary depending on the documentation and carrier response.

 

In-Person Damage Inspections

It is common for USPS (and other carriers) to require an in-person inspection of the damaged item along with all original packaging and labels within a set timeframe (for example, 20 days).

What to do:

  • Ask the buyer to hold all packaging, boxes, inner materials, and the item until the carrier inspects them. Do not discard anything.
  • If the carrier requests inspection, the buyer may need to bring the item and packaging to their local Post Office or allow a carrier pickup/inspection.
  • Share the carrier's letter or instructions with us in the order thread so we can coordinate with the buyer and ensure compliance.

Important: Carriers can reject claims if the item and packaging are not available for inspection.

 

Lost Package Claims

For lost package investigations, provide a drop-off receipt. If you don't have one, share the exact drop-off date, time, and the store address or location where the package was handed over.