To ensure that your shipment issue is resolved within the Shipped Shield time requirements, please file each request based on the following window.

Damaged

A damaged item is considered as broken if it is clearly fractured, in unusable condition, shattered, crushed, and/or bent. A damaged item does not include cosmetic issues, manufacturing defects, damage caused by insufficient packaging or unsealed items. 

Damaged items must be reported in Shield within 7 days from the package Track delivered date.

Lost

A package is considered as lost if
(1) the package is shipped but not delivered and there are no tracking update for at least 7 days or
(2) the package was undeliverable due to invalid address or any other delivery issues and the package is returned to sender.

Lost packages must be reported in Shield no sooner than 7 days after the last Track update and no later than 21 days from the last Track update.

Stolen

A package is considered as stolen when a package is delivered, but missing. A police report is required for orders over $100.

Stolen packages must be reported in Shield no sooner than 7 days after the last Track update and no later than 14 days from the package Track delivered date.