The 48-hour rule
Inspect your delivery within 48 hours of receiving it. This is critical -- claims filed after 48 hours (without insurance) may not be eligible for resolution.
What to document
Before opening a claim, gather the following evidence:
- Photos of the outer packaging -- Show any visible damage, dents, or tampering.
- Photos of the product -- Show the damage or the wrong item from multiple angles.
- Video (recommended) -- A short unboxing video is the strongest evidence, especially for electronics.
- Keep all packaging -- Do not discard boxes, bubble wrap, or inserts. The carrier or seller may require them for the claim.
How to submit a claim
- Go to My Orders and open the order in question.
- Click Report an issue or contact us through chat.
- Describe the problem and attach your photos/video.
- A support ticket is created and our team reviews within 1 business day.
What happens next
- We contact the seller -- We escalate the issue to the seller or carrier and negotiate a resolution on your behalf.
- Resolution options -- Depending on the seller's policy: replacement, partial refund, full refund, or return for refund.
- Timeline -- Most claims are resolved within 5-10 business days. Complex cases involving seller disputes may take longer.
With insurance vs without
| Without insurance | With insurance | |
|---|---|---|
| Claim window | 48 hours | 30 days |
| Coverage | Service fees + shipping only | Full product value |
| Seller dispute | Depends on seller | Covered even if seller refuses |
| Post-delivery | Not covered | 7 days (sealed items) |