If there's a problem with your order, such as a defective product, the wrong item, a missing item or an order that never arrived, you can request a refund.
How to request a refund
- Go to My Account and open your order history.
- Find the item(s) you'd like a refund for and click Ask for a Refund.
An agent will follow up with you once a decision has been made. If it's approved, you'll get a refund code by email.
Check your request: go to My Refund Requests under My Account. A request is either approved or rejected; "processing" or "on hold" means no decision has been made yet. We aim to handle refund requests within 1-2 business days.
Photos: for damaged, defective, wrong or missing products, we'll ask for photos. This isn't about doubting you. It helps us give feedback to our vendors and shipping team so it doesn't happen again.
For melted products in warm weather, see What if there are product issues?
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