WHAT WE DEEM AS LOST:

• Shipment states ‘delivered’ but you have not received it. Depending on where you live, we ask that you allow up to 5 business days for your parcel to be delivered. Sometimes the courier prematurely marks it as delivered and tries a redelivery, it turns up in a secure location at your property or it may be at your neighbors.
  
  
• Your tracking has not updated for 2 weeks from the ship date.

We reserve the right to class this as a ‘delay’ if there is a high volume of parcels in the network and we are aware of delays, otherwise we will offer a refund or replacement.

WHAT WE DEEM AS DAMAGED:

• Items arrive damaged in transit - product has visible damaged and is unusable.
• Some of your order is missing due to the box/packet opening in transit 

Please contact us at texastransfersanddesigns@gmail.com immediately if your items have arrived damaged or if something is missing. Submit photographic evidence of tampered items.

WHAT WE DO NOT COVER:

• Missing parcels or redelivery fees due to incorrect address information provided by you
• Delays in transit 
• Order marked as unfulfilled or unshipped. This may be due to inventory issues or dispatch delays
• Items that are returned to us for an unauthorized refund or exchange
• If you requested items to be left outside your property and they go missing - this waives the right to any claim as per carrier terms and conditions

HOW TO SUBMIT YOUR CLAIM:

If your parcel is lost or damaged, please contact us on texastransfersanddesigns@gmail.com from the email address you used to place your order. A member of our customer service team will assist you within 1-2 working days. What to include in your claim: 

• Subject line: CLAIM for order #12345
• Description of your issue
• Photo evidence of damage

By selecting Delivery Guarantee, you agree to these terms. 

Please do not email regarding a missing parcel until the allotted time has passed for it to be deemed as lost.

This is our in-house protection policy. Delivery Guarantee is NON-REFUNDABLE.

OUR POLICY FOR UNPROTECTED PARCELS:

We will follow the claims policy with your selected courier to either locate your parcel or deem it as lost. This may take 6-8 weeks and is at the discretion of the courier.

If your parcel has a GPS location or photographic evidence that it has been delivered to your property, is with a neighbor or at a secure location, we are not responsible for a refund or replacement.