Refund & Replacement Policy
We fulfill orders through a dropship partner, so what we can claim back follows their warehouse rules, set out below. If your order qualifies, contact us and we'll file the claim for you. You never have to deal with our fulfillment partner yourself.
If you're trying to work out whether an order is actually late, the shipping page explains the delivery windows and what a normal tracking gap looks like.
Damaged items
- Badly damaged on arrival: full refund or replacement.
- Partially or minor damaged: partial refund or replacement.
- Report within 30 days of delivery. Keep photos or a short video of the damage. We need them to file the claim.
- Damage to the outer shipping box, where the product inside is fine, is not covered.
Wrong item received
Full refund or replacement. Send us a photo of what actually turned up, since that's the evidence the warehouse asks for.
Item not received or lost in transit
If tracking shows no movement for a long stretch after your order shipped, you may be eligible for a refund or a reshipment:
- United States: 45+ days with no tracking movement
- Brazil: 110+ days
- CJPacket Liquid service: 100+ days
- All other destinations: 60+ days
If tracking shows your package as delivered, we can't treat it as lost, even if you never had it in your hands. Check with anyone else at the address, your building, and your local carrier depot first. In most cases it turns up.
What isn't covered
- Damage to outer packaging only, with the product itself undamaged
- Subjective complaints, such as a scent or a personal preference
- Orders delayed or lost because the shipping address given at checkout was wrong or incomplete
- Customs clearance delays, and any duties or fees your country charges
- Anything reported more than 30 days after delivery
Returns
International return shipping usually costs more than the item, and parcels get lost on the way back, so we'd rather refund or replace than have you post something across an ocean. If a return is genuinely the right answer, contact us and we'll sort it out directly. It's handled case by case rather than as a self-service option.
How to start a claim
Send us your order number, what went wrong, and any photos or video you have. We'll check it against the windows above and file with our fulfillment partner if it qualifies. Use the support page or email us. The support page works without an account and keeps everything about the order together.