A claim is how you flag a shipment that arrived wrong, damaged, or not at all so we can investigate and make it right. Most shipments land exactly as intended; when one does not, here is how to file the claim and what happens next.
#When to file a claim
Reach out as soon as you (or your recipient) notice any of these:
- Damaged in transit — packaging crushed, items broken, decoration scuffed.
- Wrong item — quantity off, wrong size or color, wrong product entirely.
- Missing from the box — short shipment compared to the packing slip.
- Never delivered — carrier shows Delivered but the recipient never got it, or the package has been stuck in transit for days past the expected date.
- Returned to sender — the fulfillment order shows Returned.
Sooner is better. Carriers have short windows for filing damage and loss claims, and items in stock may run out if a replacement is delayed.
#The 14-day inspection window
You have 14 calendar days from the date of delivery to notify us in writing of any defects, missing items, or quantity discrepancies. After that window closes, claims are waived and the shipment is treated as accepted. Inspect every shipment promptly — count, check decoration, and confirm sizes — and flag anything off within the 14 days. See the terms for the binding language.
#What counts as a defect
A defect is an objectively demonstrable deviation from the proof or spec that materially affects the product's use or appearance — a misprint, a wrong size, a structural failure. Subjective preferences and minor color or material variations within industry-standard tolerances don't qualify. The terms acknowledge a normal defect tolerance of up to 2% of the units in an order unless we agreed to a different tolerance in writing; units within that tolerance aren't treated as defective.
#What to send us
Open the order or the fulfillment order in your portal and message your account team, or email us with:
- Order number and fulfillment order number — both help us pull the right shipment fast.
- What is wrong — short description, plus the recipient name and address.
- Photos — for damage or wrong items, photos of the box (inside and out), the items, and any visible carrier damage. Photos do most of the work in a carrier claim.
#What happens next
Your account team reviews the claim and works the right path:
- Replacement — we re-ship from inventory if the items are in stock. This is the usual outcome for damage and short shipments.
- Credit — applied to your account funds for use on future orders.
- Refund — to the original payment method, when replacement is not the right call.
The exact outcome depends on what happened, what is in stock, your in-hands timing, and what makes sense for the recipient. We will lay out the options and you decide.
#Returns of unused inventory
This page covers issues with shipments. If you want to return unopened or unused product — for example, end-of-program inventory — that is a different conversation. Reach out to your account team with the order number and quantities; we will tell you whether the items can come back and what the process looks like.
#When a recipient shipment comes back to us
If a fulfillment order is returned to our warehouse — bad address, refused delivery, or any other carrier return — the full fulfillment fee and pick rates are re-charged when the items are received and restocked, plus any return shipping the carrier billed us. If you'd rather skip the return shipping, you can ask your account team to have the carrier abandon the package instead — but abandoned packages can't be recovered and aren't refundable. The cleanest way to avoid this entirely is tighter address handling up front. See Address validation rules.
#Prevention
A few habits cut down on claims:
- Keep recipient addresses verified — see Addresses.
- Approve proofs carefully — the proof is the point of last edit before production.
- Check sizing on apparel runs — request a sample if you are unsure. See Samples.
See the terms for the binding language on returns and claims.