Making sure your order is packaged with care is always our priority, but occasionally a package is mishandled in transit and arrives damaged.
UO packages shipped with added insurance are eligible for a replacement or refund. If your order shipped via USPS priority or first class with added insurance, please reply to your delivery confirmation email with photos of the damaged items so we can file a claim with USPS on your behalf and proceed with a replacement or refund.
- If you prefer to be reimbursed, please hold onto your box and damaged items until you receive a check from USPS in the mail. You may receive a letter asking you to bring your damaged items into your local USPS branch for further inspection before a check will be issued.
- If you prefer to receive a replacement, please note that you are agreeing to safely store your damaged item(s) and box/packaging, as USPS may follow up with a letter in the mail asking you to bring it into your local post office for inspection. As a small handmade business, we rely on this reimbursement from the post office to cover our costs for sending you a replacement.
We appreciate your patience and understand how frustrating it is to receive a damaged package. We look forward to resolving this for you.
Unfortunately, if you selected a shipping method that did not include insurance, your package is not eligible for replacement or refund.