Damaged Packages:
UPS
If you receive your shoes and/or shoe box with damages, please submit a request to our support team within 72 hours of the shoes being delivered.
We will handle the claim process so you do not need to file a claim yourself- just let us know the details about the damages and we’ll take care of it for you! In your email, please include the following claim requirements:
- Photo 1: A photo of the damaged item(s).
- Photo 2: A photo showing the damaged merchandise, inside the original box, with all of the original cushioning (the picture should show the placement of the merchandise and packaging inside the box).
- Photo 3: A photo of the packaging material used inside the box (e.g. bubble wrap, Styrofoam peanuts, cardboard dividers, etc.).
- Photo 4: A close-up photo of the shipping label with the tracking number (please zoom in enough to read the tracking number which usually begins with 1Z).
- Photo 5: If available, a close-up photo of the box manufacturer’s certificate (BMC). The BMC is a round stamp that details either the bursting strength of the box or the edge crush rating of the box. The BMC is generally found on a bottom flap on the outside of a corrugated cardboard box.
- Photo 6: Two photos displaying all 6 sides of the package (1 photo should display the top and 2 sides, and the 2nd photo should display the bottom and the opposite sides).
If you have already started a claim, please provide the claim # if you have one available, in your email as well. Once your email is received, we will be able to assist you further.
Lost Packages:
If your package has not updated or shown any movement after 8 days of when it was initially shipped to/from us, please submit a request to our support team so that we can file a claim.
We will handle the claim process so you do not need to file a claim yourself. In your email, please provide us with your Trade ID or tracking number. If you have already started a claim, please provide the claim # if you have one available, in your email as well. Once your email is received, we will be able to assist you further!