Why you might refuse a delivery:
The most common reasons you may refuse delivery is visible damage to an item at the time of delivery, or the item is incorrect. If your package or item arrived with obvious, significant damage, or it was the wrong item altogether, and you declined to accept it, that was the right call.
What happens after you refuse:
When you refuse a delivery, the carrier returns the item to us. Once it's back in our system, our team is notified and will reach out to you with next steps.
If you haven't heard from us within 3-5 business days of the refusal, contact us directly with your order number so we can confirm the item is in transit back and get your resolution started.
Your options:
Once the damage is confirmed and the refusal is approved, we can:
Send a replacement at no additional cost
Issue a full refund to your original payment method
Issue a full refund as store credit
We'll work through those options with you once the carrier confirms the item is on its way back. You won't need to arrange anything else with the carrier.
If the carrier didn't document the damage:
If you're concerned the carrier didn't photograph or document the damage before leaving, reach out to us as soon as possible. Include your order number and any details you observed at delivery. The sooner we have that information, the better we can support a claim.
If you refused for a different reason:
If you refused delivery for a reason other than damage (changed your mind, preference return, etc.), a refund will be issued in store credit only, less a 15% restocking fee and return shipping fee, once the item arrives back at our warehouse. Standard return transit typically takes 7-14 business days depending on your location.