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⚠️ To help us resolve claims quickly and accurately, please provide specific evidence based on the type of claim.
Each claim type has unique requirements which are outlined below.
Remember, if you do not attach all the evidence required, we may close your claim as we will be unable to investigate it.
TABLE OF CONTENTS
1. Missing Items
Definition: Some items in the shipment are missing.
Required Evidence:
Photos:
- Box photos:
- A clear photo of the outside of the box, showing as much of the box as possible, including any visible damage.
- A clear photo of the inside of the box showing how the items were packed.
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Shipping label(s):
- A clear photo of the shipping label, with the tracking number clearly visible. The label should be in focus and not blurry.
- Product photos:
- All the items you did receive placed together.
- Packing list:
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- If included, please add a photo of the packing list.
Details:
- List of missing GTINs.
2. Delivered to Wrong Address
Definition: Tracking shows “delivered,” but items were sent to an incorrect address or not received.
Required Evidence:
Details:- Confirmation of the correct delivery address.
- Tracking numbers for missing items.
- List of GTINs not received.
3. Lost Shipment
Definition: Items were lost in transit, with a status different than “delivered.”
Required Evidence:
Details:- Confirmation of the correct delivery address.
- Tracking numbers for missing items.
- List of GTINs not received.
4. Return to Sender
Definition: Entire or partial order returned to sender.
Required Evidence:
Details:- Confirmation of the correct delivery address.
- Tracking numbers for missing items.
- List of GTINs not received.