What do I do if my package is lost, damaged, or missing?Updated 5 months ago

For added convenience, we offer the option to purchase insurance at checkout through Redo.

What is Redo? 

Redo covers your order for major issues that can occur during shipping. Your order will be protected against lost, damaged, or missing packages. 

If something goes wrong during shipping, you can quickly file a claim in a few clicks. You'll receive a refund or reshipment if your claim is approved. 

To protect your order, make sure Redo is toggled on in your cart. If you have protection turned on, you will see it appear as a line item titled “Free Returns & Package Protection” during checkout.

How do I file a claim?

CLICK HERE to file a claim for your lost, damaged, or missing package. 

Please note that you’ll only be able to file a claim if you purchased Redo when placing your order.

How long does it take for my claim to get resolved? 

Please allow 1-2 business days for our Head of Claims to process your request. 

How long do I have to make a claim? 

You can submit a claim up to 30 - 45 days from the date you placed your order depending on the claim type.

Lost, Damaged, or Missing Packages without Package Insurance

If you chose not to opt-in for our package insurance and are experiencing a lost, damaged, or missing package, our customer experience team will do their best to assist you with the resources available to us. To contact us, please CLICK HERE.