2. Before You File a Claim
3. Evidence Required (Do Not Discard Packaging)
4. Lost in Transit
5. Damaged in Transit
6. Delivered but Not Received
7. High-Value Orders (Signature / Verification)
8. Address Issues / Return-to-Sender (Important)
9. Claim Review AND Outcomes
10. Fraud AND Chargebacks
1. What “Delivered” Means
For purposes of delivery-related claims under this policy, “Delivered” means the package is marked Delivered by the carrier’s tracking system (the carrier’s delivery scan). Some carriers may also provide photo confirmation and/or location data (e.g., GPS coordinates) where available. We do not guarantee that photo or location data will be provided for every shipment.
2. Before You File a Claim
If tracking shows Delivered but you can’t locate your package, please:
If you still need help, email Support@Highendestroy.com as soon as possible.
3. Evidence Required (Do Not Discard Packaging)
To review delivery-related claims, we may request:
Please keep all packaging until the claim is resolved. If packaging is discarded, we may be unable to evaluate the claim.
4. Lost in Transit
If tracking stops updating or a shipment is delayed significantly, contact Support@Highendestroy.com. We will assist with next steps and may open a carrier investigation.
A shipment may be considered lost when there are no tracking updates after the last scan for:
5. Damaged in Transit
If your order arrives damaged due to shipping, email Support@Highendestroy.com within 48 hours of the carrier’s delivery scan and include the evidence listed above. Shipping damage claims are reviewed case-by-case.
6. Delivered but Not Received
If the carrier marks your package Delivered but you did not receive it, email Support@Highendestroy.com within 48 hours of the delivery scan. We may request additional documentation to support a carrier investigation (including a written carrier statement and/or, for higher-value orders, a police report or affidavit where appropriate).
7. High-Value Orders (Signature / Verification)
For orders $500+, we may require signature confirmation at delivery and/or additional verification prior to shipment to help prevent loss and fraud. For high-value orders, we recommend shipping to a secure address where someone can receive the package.
If a carrier confirms delivery to the correct address (including signature confirmation where applicable), this may limit available remedies.
8. Address Issues / Return-to-Sender
Customers are responsible for providing an accurate shipping address. If a package is returned to sender due to an incorrect or incomplete address, refusal, or failure to receive the package, the customer is responsible for any carrier fees and reshipment costs.
Because our inventory is often one-of-one, we do not offer replacements. If the original item is successfully returned to us in its original shipped condition, we may be able to reship that same item (at the customer’s expense).
9. Claim Review AND Outcomes
Approved outcomes depend on the evidence provided and carrier investigation results. If a claim is approved and a refund is appropriate, refunds are issued to the original payment method in accordance with our Returns AND Refunds policy.
You agree to cooperate with carrier investigations, including providing any reasonable documentation requested to support the claim. Claims must be submitted within the timelines listed above. Late claims may not be eligible.
10. Fraud AND Chargebacks
If you believe there is an issue with delivery, please contact us first so we can help resolve it. Unauthorized or premature chargebacks may delay investigations and can limit our ability to provide support.
For purposes of delivery-related claims under this policy, “Delivered” means the package is marked Delivered by the carrier’s tracking system (the carrier’s delivery scan). Some carriers may also provide photo confirmation and/or location data (e.g., GPS coordinates) where available. We do not guarantee that photo or location data will be provided for every shipment.
2. Before You File a Claim
If tracking shows Delivered but you can’t locate your package, please:
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Verify the shipping address on your order confirmation
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Check around the delivery location (front desk, mailroom, package room, neighbors)
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Contact the carrier with your tracking number
If you still need help, email Support@Highendestroy.com as soon as possible.
3. Evidence Required (Do Not Discard Packaging)
To review delivery-related claims, we may request:
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Photos of the outer box, inner packaging, and shipping label
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Photos of the item and any damage (if applicable)
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Carrier confirmation details (and, in some cases, a written statement)
Please keep all packaging until the claim is resolved. If packaging is discarded, we may be unable to evaluate the claim.
4. Lost in Transit
If tracking stops updating or a shipment is delayed significantly, contact Support@Highendestroy.com. We will assist with next steps and may open a carrier investigation.
A shipment may be considered lost when there are no tracking updates after the last scan for:
- Domestic (U.S.): 10 business days
- International: 20 business days
5. Damaged in Transit
If your order arrives damaged due to shipping, email Support@Highendestroy.com within 48 hours of the carrier’s delivery scan and include the evidence listed above. Shipping damage claims are reviewed case-by-case.
6. Delivered but Not Received
If the carrier marks your package Delivered but you did not receive it, email Support@Highendestroy.com within 48 hours of the delivery scan. We may request additional documentation to support a carrier investigation (including a written carrier statement and/or, for higher-value orders, a police report or affidavit where appropriate).
7. High-Value Orders (Signature / Verification)
For orders $500+, we may require signature confirmation at delivery and/or additional verification prior to shipment to help prevent loss and fraud. For high-value orders, we recommend shipping to a secure address where someone can receive the package.
If a carrier confirms delivery to the correct address (including signature confirmation where applicable), this may limit available remedies.
8. Address Issues / Return-to-Sender
Customers are responsible for providing an accurate shipping address. If a package is returned to sender due to an incorrect or incomplete address, refusal, or failure to receive the package, the customer is responsible for any carrier fees and reshipment costs.
Because our inventory is often one-of-one, we do not offer replacements. If the original item is successfully returned to us in its original shipped condition, we may be able to reship that same item (at the customer’s expense).
9. Claim Review AND Outcomes
Approved outcomes depend on the evidence provided and carrier investigation results. If a claim is approved and a refund is appropriate, refunds are issued to the original payment method in accordance with our Returns AND Refunds policy.
You agree to cooperate with carrier investigations, including providing any reasonable documentation requested to support the claim. Claims must be submitted within the timelines listed above. Late claims may not be eligible.
10. Fraud AND Chargebacks
If you believe there is an issue with delivery, please contact us first so we can help resolve it. Unauthorized or premature chargebacks may delay investigations and can limit our ability to provide support.