Lost or Damaged Shipments

Lost or Damaged Shipments

If a shipment is lost or damaged, please contact our Customer Service at service@n101.com as soon as possible. Do NOT dispose of anything (merchandise, box, packing materials) until you have contacted us for instructions. We suggest taking photos of any damage to properly document the incident.

Please do not file a claim if your package is lost or damaged. We will contact the shipping company and initiate an investigation on your behalf. Please use our contact form and provide any necessary details. We will get back to you with instructions and ask for additional details as necessary.

In some cases, we will require a signed and dated statement from you describing the damage to the merchandise, as this is required by our insurer. By shopping with us, you agree to assist us by providing your signed statement on claims for lost or damaged merchandise, and by allowing us ample time to work with a carrier to locate a missing package or inspect damaged merchandise. For eligible claims, once we receive your signed statement, a refund or replacement will be made, usually within 2 business days.

Additionally, we may want to retrieve the merchandise, at our expense, for inspection. This is why you should keep the box and all packing materials until you have contacted us for instructions. By shopping with us, you agree to assist us, if needed, in retrieving the merchandise.

We provide tracking information links via email and/or SMS text. Please use those links to monitor your order's shipping progress and estimated delivery date. If you receive an "out for delivery" or "delivered" email or SMS text, and your package does not arrive the same day, please notify us via our contact form as soon as possible.

If your package does not arrive within 2 weeks after shipping please notify our Customer Service. Domestic packages that are reported as "non-delivered" or lost more than 14 days after UPS or USPS reports "delivered" are not eligible for claims. It is your responsibility to contact us before the 14-day period expires so we can take appropriate measures to investigate and make a loss claim if required.

Refunds will be provided for eligible packages that have been confirmed as lost. We do not ship replacements for lost packages until a claim is settled with our insurer. If your package is lost and you do not wish to wait for a claim to be settled, you will need to place a new order.