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.

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 email or 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 issued for eligible packages that have been confirmed as lost. We do not ship replacements for lost packages. You must reorder if your package is lost.