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 USPS priority mail include insurance in case of this unfortunate event. You can double check your shipping selection by looking at your emailed order receipt. If your order shipped via USPS priority (either because you selected it at checkout - check your emailed receipt, or because we upgraded you at no extra cost - check your shipping label), and your item(s) arrived damaged, please proceed with one of the following options:
- If you would like to be reimbursed for your damaged items, you can file a claim with USPS here. Include a screenshot of your emailed receipt and photos of the damaged items in your claim. Within a couple of weeks you will either receive a check, or a letter asking you to bring your damaged items into your local USPS branch for further inspection. Until you receive a check, safely store your damaged item(s) and box/packaging in case you are required to bring them in for inspection.
- If you prefer to receive a replacement, then we will file the USPS claim on your behalf. To start this process, please reply to your order delivery email to let us know you'd like to proceed this way and include photos of the box and damaged item(s). By having us file the claim, you agree to safely store your damaged item(s) and box/packaging, as USPS will likely 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. If you require further assistance, please contact us.