Damaged and Missing


Order Arrived Damaged

You may not need what you ordered right away. Still, please check the content of your order as soon as it arrives. If something is damaged, please contact us immediately or file a claim with the courier to get reimbursed.

Order Missing

If an order didn't arrive on time, please track it online with the tracking number we provided. There are a few possibilities:

  • Shipment is delayed by unexpected factors, such as extreme weather condition.
  • Shipment is stuck. If the shipment's tracking number showed no movement at all in days, please file a claim.
  • Shipment was delivered to the neighborhood's community mailbox or building's mailroom, which can be collected at your convenience.
  • The courier attempted delivery but decided it was not safe to leave the package at your door. The package is rerouted to the courier's pickup facility and will be held for 7-10 business days for pick up. The courier will leave a sticker on your door with the pickup time and location. If the sticker is missing, you may find out the details with courier with the order's tracking number. If the package is not picked up in time, it will be returned to us.
  • Shipment was delivered and left on your premises by the courier's driver (safe drop). Please check your mailbox, exterior doors, and other locations where the package could be, including the porch, back patio, garage, and any area out of potential weather hazards. If you still cannot locate the package, please file a claim.
How to File a Claim

You may file a claim directly with the courier or let us file one on your behalf.

Please contact us or the courier and provide the following information:

  • Your Order Number (if you'd like us to file the claim for you)
  • Your Order's Tracking Number(s)
  • Your Order's Shipping Address
  • Your Email Address and phone number (must be reachable during work hours).
  • Total Value of Your Order
  • For shipment arrived damaged: a photo of the damaged item(s), plus a few more of inside and outside the package from different angles.

When a claim is filed, the courier will provide you a reference number (UPS: Case number ' Canada Post: Service Ticket number) then start its own investigation, which can take from 5 to 10 business days. During its investigation, the courier will contact the receiver either by email or phone to either gather more information or verify the status of the shipment being claimed.

  1. Failure to respond to the courier's inquiry will automatically forfeit the claim. Please keep tabs on your emails and be available when the courier calls during its investigation period.
  2. Do not dispose of the damaged shipment before the courier finishes its investigation. It might send someone to collect the shipment for testing.

Once the couriers concludes its investigation:

  • If the shipment is indeed damaged/missing, an reimbursement will be issued.
  • If the courier manages to track down the missing shipment, it will deliver to you as soon as possible.
  • If the claim is denied, you file an appeal (the courier might requests the receiver to provide more material to support the claim).

The courier will issue an reimbursement once the claim is approved. If:

  • If you file the claim with the courier, you will be reimbursed directly.
  • If we file the claim on your behalf, the courier will reimburse us as the sender. Then we can either issue you a refund or resend you the order.

Note: We cannot issue refund or resend the order until the courier's investigation is finished. If you need something in a hurry, please make a separate purchase.

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