Shipping Claims
At Gnara we hope all our orders are delivered seamlessly and without issue but we understand that unforeseen circumstances may occasionally arise during transit. Please read the following information for next steps on filing a shipping claim.
Eligibility for Shipping Claims
Shipping claims are only applicable to orders that have opted into shipping insurance during checkout. Gnara's shipping protection covers the replacement of the shipped item(s) if it is lost, stolen or damaged in transit. Please note that Gnara's shipping protection does not extend to refunds. If your order is covered under shipping insurance, please follow the instructions below to file a claim.
If an order is not covered under shipping protection, we are not liable it is lost or stolen.
Filing a Shipping Claim
-
Please wait 3 business days for your package to arrive after it has been marked delivered.
- We've found that occasionally carriers may mark packages as delivered before they actually arrive or deliver them to a neighbor.
- Please note we will not be able to process your claim until the 3 days have passed.
- If your package does not turn up after 3 days, please proceed below.
-
File a claim:
- Use this link to file your claim.
- Attach any relevant supporting documentation, such as your shipping confirmation, photos or any other evidence that may assist in the claim process.
-
Await Confirmation:
- Our team will review your claim and respond within 2 business days to confirm its status.
Frequently Asked Questions
Can I file a claim without shipping insurance?
- Unfortunately, we are not able to process claims on orders that have opted out of shipping insurance. We recommend reaching out to your shipping carrier for the latest info on your shipment.
What is the time frame for filing a shipping claim?
- All claims must be requested within 7 business days of receiving your order.
Does Gnara's shipping insurance cover replacement or refunds?
- Gnara's shipping protection covers the replacement of the shipped item. Gnara's shipping protection does not extend to refunds.
More Questions?
If you have any additional questions or require assistance regarding your claim, please feel free to reach out to our team at hello@gnara.com.
