What if My Order Is Missing, Damaged or Wrong?

We’re sorry to hear something went wrong with your order. Here’s how we handle each situation. Please note that reporting deadlines are firm — claims submitted after the applicable deadline may be denied.

My order has not arrived

Please use the tracking link provided in your shipping confirmation email or log into your account. If the tracking status shows “not delivered” without any recent updates, please contact our customer service team. We’ll coordinate with the carrier to locate your package as quickly as possible.

If the tracking status indicates “delivered” but you haven’t received it, please wait before taking further action, as packages can sometimes be marked as delivered prematurely.

My order arrived damaged

We do our best to ensure everything arrives in perfect condition, but occasionally damage can occur during transit. Reporting deadlines depend on the type of damage:

• Visible damage (damage evident on exterior packaging at delivery): You must report this within 48 hours of delivery. Before signing for the delivery, note the damage on the carrier’s delivery receipt.
• Concealed damage (damage discovered after opening intact packaging): You must report this within 5 business days of delivery.

To file a damage claim, email [email protected] and include:

1. Your order number
2. Photographs of the damage to both the product and its packaging
3. The product serial number (if applicable)
4. A written description of the issue

Important: Photograph all packaging before opening it, and retain all original packaging materials until the claim is fully resolved.

We will file and manage the carrier claim on your behalf. Upon verification, we will ship a replacement product or issue a full refund to your original payment method, at our option. No restocking fee applies, and we will provide a prepaid return shipping label.

My order is short or has errors

Shortage or order errors must be reported within 5 business days of delivery. Email [email protected] with your order number, photographs of what you received, and a description of the issue. Upon verification, we will ship the missing items or issue a full refund. No restocking fee applies.

I received the wrong item

If we shipped the wrong product, you must notify us within 14 calendar days of delivery. Email [email protected] with your order number and a description of the issue. We will arrange return shipping at our expense and ship the correct product or issue a full refund to your original payment method, at your choice. No restocking fee applies.

My product appears defective

If you believe a product is defective, please refer to our Warranty Claim Procedure. All new and refurbished products are covered by a 1-year warranty from the ship date. Email [email protected] with your order number, serial number (if applicable), photos or video of the defect, and a description of the issue to begin the process.For full details on damage claims, shipping errors, and warranty procedures, see our Terms of Sale at.