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Shipping Claim Request

Use this form if your order arrived damaged, never arrived, is missing items, or has a problem with a product (defective vial, broken seal, mislabeled or wrong item). Our team reviews every claim and will email you with next steps.

Please report problems as soon as possible after delivery.

If the outer box looks damaged, open it right away and photograph the contents. Keep the items, all of the original packaging and the shipping label until your claim is resolved; the carrier may ask to inspect them.

Tracking says delivered but you can't find it? Check around the address and with household members, neighbors and building staff first. Packages marked delivered sometimes turn up within a day or two.

Nothing wrong with the order, but you want to send it back? That's a return, not a claim. See our Shipping & Returns Policy.

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Claim received

Your claim number is . We've emailed you a confirmation, and our team will review your claim and follow up by email.

Please keep the items, packaging and shipping label until your claim is resolved.

Before you start: have your order number, tracking number and any photos ready. Phone photos work fine.

Order details

What happened

What are you reporting? *
If tracking hasn't updated for a while, contacting the carrier is usually the fastest way to locate a package; they can often find it. You're welcome to file here as well and we'll follow up.
Have you contacted the carrier to open a delivery investigation? *
Before we can look into a package marked delivered, please confirm you've taken these steps to find it.
Steps taken - all five are required *
Photo - carrier's delivery confirmation photo (optional)
Please note: a package signed for by anyone at the delivery address, including building staff or another occupant, is generally treated as delivered by the carrier.
If the outer box arrived visibly damaged, open it right away and photograph the contents. Keep everything, including the box and shipping label.
Was the outer box visibly damaged when it arrived? *
Was the package opened right away on arrival? *
Photo - damaged item(s) *
Photo - internal packaging (optional)
Photo - external packaging (optional)
Photo - shipping label still attached to the box (optional)
Photo - the items you did receive, laid out *
Photo - internal packaging (optional)
Photo - external packaging and shipping label (optional)
Photo - the product *
Photo - the label showing the lot number (optional)

Declaration

Replacements and refunds are issued once your claim has been reviewed and approved. A replacement depends on the item being in stock; if we can't do what you choose, we'll contact you before settling it another way.
If your claim is approved, what would you prefer? *
Signature *
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