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Step 1 of 3
Find your order
The guarantee covers arrival — condition, count, and viability, for 3 days after delivery.
On your confirmation email, after the #
Order
Delivered . The guarantee covers condition on arrival, which is not something either of us can assess this far out.
We do not have a delivery date for this one. The carrier never posted a final scan, which happens often enough and does not mean it failed to turn up. So we are not going to tell you it is too late — tell us what happened and we will pick it up from there.
Step 2 of 3
What arrived
Tick everything affected. A hot box usually means all of it, and there is no sense filing three times for one delivery.
Tell us the way you would tell a person — even “they’re all dead” is enough. Photos come next, and they help, but we do need this part in your own words.
This delivery is past the arrival window, so whether they arrived alive is a judgement neither of us can make this far out. A damaged box or a missing item is different — those are provable from a photograph whenever it is taken, and they are still covered. Tell us what happened either way and it reaches a person.
Step 3 of 3
Photos
Photos determine the outcome, so the more the report shows, the faster it moves.
If that is not it, go back and add a line to what you wrote — we will read it again. It reaches a person either way.
- The shipping box, outside
- The contents as they sat when you opened it
- The item itself
Before or after release. Residue is the most common reason a release underperforms, so this one carries more weight than it looks.
About to send
- Items
- Reporting
- Photos
- Your note
Reports are checked against the order and the carrier's own record. Deliberately false or repeated unfounded reports mean we withdraw the Live Delivery Guarantee and shipping cover from the account.
What happens next
- Reports are reviewed against the photos submitted.
- Approved reports are resolved with store credit or a replacement.
- Missing items are re-shipped.
- One report per item per order.
- You'll hear back within 2 business days.
Report
Received
A confirmation is on its way to . Every one of these is read by a person, and you'll hear back within 2 business days.
Actually — this one is yours to call.
You reported it within a few days of it arriving and you haven't had to report anything in a long while. So there's nothing to prove and nobody to wait on. Which would you rather?
Credit is the full amount, shipping and tax included, and applies on its own at checkout. Replacements go out Monday to Thursday so nothing sits in a depot over a weekend. Rather not decide right now? Close this — the credit goes on by itself in a few days, and you can still ask for the replacement instead if you change your mind.