If an order is lost or damaged in transit by the shipping carrier, we will file a claim on your behalf and ship you a replacement order after we finish our investigation/assessment of the situation. If your order was damaged, please contact us and submit good quality photos of the damage. We cannot submit a claim for a damaged shipment without evidence to the carrier.
If an order is lost that is confirmed delivered by the carrier and did not have a signature required delivery, we will help investigate the issue, but unfortunately the shipping carrier and Hairprint do not cover losses under these circumstances. Please see our refund policy for more information.