I have not received my package. It's either lost or stolen. What do I do?

In the unfortunate event that your package has been lost or stolen, the following options are available to you. 

Please note the following windows for filing claims. These are firm and unable to be altered. 

 

Lost - stuck in transit

Domestic: The issue must be filed between 7 and 30 days from the last shipping update. 

International: The issue must be filed between 20 and 30 days from the last shipping update. 

 

Missing / Stolen - marked as delivered

The issue must be filed between 5 and 15 days from when the order was marked delivered. 

Stolen orders over $100 USD require a police report. 

 

Damaged

The issue must be filed with photos of the damaged package and a photo of the damaged item, no later than 15 days from when the order was marked delivered.

 

IF YOU PURCHASED NAVIDIUM SHIPPING PROTECTION

With Navidium you are provided complete protection for Prepdeck shipments and orders. Simply file a claim with our customer support team here with details about your order. A Prepdeck representative will be happy to resolve any issue for you.

 

IF YOU DID NOT PURCHASE PACKAGE INSURANCE

Please contact our customer support team. We will do our best to find a resolution for your situation, but the best solution is to always insure package protection is purchased. 

 

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