Guide: Package Protection FAQ

Our Package Protection program is designed to keep your order safe from unexpected shipping issues. Below you’ll find answers to the most common questions about lost packages, damaged orders, tracking delays, and how to file a protection claim.

📦 What is Package Protection?

Package Protection is an optional service that safeguards your order against loss, theft, and damage during transit. If something goes wrong, you can file a quick claim and receive a replacement or refund.

🛡 What does Package Protection cover?

Package Protection covers:

  • Lost packages (no tracking updates, carrier errors)

  • Stolen packages (marked “Delivered” but not received)

  • Damaged items (leaking, broken, crushed packaging)

  • Incorrect items (wrong product or flavor)

  • Missing items from your order

🚫 What is NOT covered?

Package Protection does not cover:

  • Orders delivered to the wrong address due to customer input error

  • Products damaged due to misuse after delivery

  • Delays caused by the shipping carrier

  • Items returned due to age verification failure

  • Packages refused by the customer

⏳ When can I file a claim?

You can file a claim under these conditions:

  • Marked Delivered but not received: after 24 hours, within 7 days

  • No tracking updates: after 7 days of no movement

  • Damaged items: immediately upon delivery, within 48 hours

  • Wrong/missing items: within 48 hours

Filing quickly ensures the fastest resolution.

📸 What supporting information is required?

Depending on the issue, you may need to provide:

  • Order number

  • Tracking number

  • Clear photos of damaged items

  • Photo of the shipping box and label

  • A brief description of the issue

Damage claims must include photos.

💬 How do I file a Package Protection claim?

You can submit a claim by:

  1. Preparing the required details

  2. Filling out our Protection Claim Form

  3. Uploading photos (if applicable)

  4. Waiting for our review (usually 24–48 hours)

Once approved, you will receive a replacement, store credit, or refund.

📍 My order says “Delivered,” but I didn’t receive it. What should I do?

First, please check:

  • With neighbors or building staff

  • Around mailrooms or drop areas

  • If someone else in your household signed for it

If it remains missing after 24 hours, you can file a stolen package claim.

📦 My package is stuck with no updates. Is it lost?

If your tracking hasn’t moved for 7 days, the package may be considered lost.
You can file a lost package claim and we will review it promptly.

💥 What if my product arrives damaged?

Please take clear photos of:

  • The damaged item

  • The packaging

  • The shipping label

Submit a damaged-item claim within 48 hours and our team will assist you.

🔁 Will you reship my package or refund me?

Depending on your claim type and product availability, you may receive:

  • A replacement order

  • Store credit

  • A refund

We always aim for the fastest resolution.

👶 Do I still need to pass age verification?

Yes. Package Protection does not bypass age verification requirements.
Orders returned due to failed age verification are not covered.

🤝 Need more help?

If you’re unsure which claim applies to your situation, our support team is here for you.

👉 Contact Customer Support for quick assistance.