Worry-Free Purchase Claim Guide
1. Access the Worry-free Purchase Resolution Center
Log in to your account, go to the order tracking page, enter the relevant order number or tracking number, and click the “report an issue” button to navigate the worry-free purchase resolution center.
2.Select the Type of Claim
Choose the category that best fits your situation.
3.Choose the Product
Select the product that you're filing a claim for from your order.
4.Provide Information
4.1 For Delayed Items: No proof or documentation is required. Select how you’d like to receive compensation (refund, store credit, etc.).
Submit your claim: After selecting your payment method, submit the claim for processing. You’re all set!
4.2 For Lost Items:
Case A: If the carrier has marked your shipment as “lost,” or if a domestic shipment has not shown a "Delivered" scan within 30 days of shipping (or 60 days for international shipments), no further proof is required.
Case B: If the shipment status shows "Delivered" but you have not received the package, we suggest checking your nearest post office or mail center first. If the package still cannot be found, one of the following supporting documents may be required:
- Police report (online submissions accepted)
- Surveillance footage
- Proof of loss from the carrier
- Any other valid written documentation
Note: For Case B, if this is the first instance of this issue with your parcel, we will compensate you without requiring supporting documents. However, if this occurs again, supporting documentation must be provided.
4.3 For Damaged Items: Please upload a clear photo of the damaged product to support your claim.
Follow the same steps as for "lost" packages: After providing the required information, follow the steps outlined below for lost items to complete the claim process.
5.Select Claim Resolution Method
Choose your preferred way to receive your compensation or replacement.
6.Submit Your Claim and Finish
After filling in all required fields, submit the claim for review.
