Claims for Lost/Damaged Orders

If you have an order that's been lost or damaged in the mail, email orders@luckycalico.com with your order number and a description of the issue. All claims must first be investigated by the insurer, so please allow time for this to take place. An official statement from the customer may also be required by the insurer. See below for more detailed instructions, depending on whether your shipment has been lost, damaged, or rejected by the carrier or customs.

For damaged orders:

  • Damaged items must be reported within 3 days of delivery
  • Photos of the damaged parcel and affected items are required by the insurer
  • Damage remedies may only cover the cost to repair the affected items

For lost orders:

  • Claims for lost items within the US can be filed 30 to 60 calendar days from the date of shipment, and 45-60 calendar days from shipment internationally.
  • Missing items with a delivery scan can be reported sooner; however, packages that have been stolen or otherwise lost post delivery may not be eligible for claims. USPS uses GPS to verify that confirmed deliveries were made to the correct address - when this is the case, they may deny insurance claims for missing packages.

For carrier or customs rejections:

  • I will reship orders that have been rejected by the carrier due to an incorrect or incomplete address; however, additional shipping charges will apply, including for parcels that initially shipped free.
  • International shipments rejected by customs unfortunately are not eligible for claims. Buyers are responsible for customs duties and import taxes imposed by their countries.

Please also ensure that the following scenarios do not apply if you suspect your order has been lost in the mail:

  • If tracking indicates that your package was delivered but you can not find it, be sure to check areas around your building where the postal worker may have hidden it, as well as with neighbors in case it was misdelivered.
  • Sometimes carriers scan packages as delivered a day or two before they actually deliver them, so it's possible your package will still be delivered if the delivery scan was made within the last 24-48 hours.