Shipping protection
If it doesn't arrive right, we make it right.
In-house protection on every order that ships — handled by our own team, not a third-party insurer. It's on by default at checkout, and you can switch it off there.
01
Find your order
Sign in and pick the order, or enter your order number and email — we'll send a secure link.
02
Tell us what happened
Lost, marked delivered but missing, or damaged. Add photos for damage claims.
03
We make it right
Our team reviews every claim by hand and reships from stock or refunds the original payment method.
What it costs
- Orders up to $100
- $2.15 flat
- Orders over $100
- 3% of the merchandise subtotal
- Not counted
- Shipping, tax and free gifts
What's covered
- Lost in transit — tracking stalled for 7+ days or the carrier can't locate it.
- Marked delivered, not received.
- Damaged on arrival.
Protection covers what happens after a package leaves us and enters the carrier network. Wrong or missing items are always on us, protected or not.
What isn't
- Orders where protection was switched off at checkout (it can't be added afterwards).
- A wrong or incomplete address entered at checkout.
- Refused deliveries or access problems at the address.
- Carrier delays where the package still arrives undamaged.
When to file
- Lost in transit
- After 7 days with no carrier scan, up to 30 days after the last scan
- Delivered, not received
- From 5 days after the delivery scan, up to 30 days
- Damaged on arrival
- Up to 30 days after delivery — photograph the vial and packaging before discarding