Exchanges, Replacements, and Lost or Damaged Gifts

We’re Here to Help

We want every gift to arrive safely and create a great experience. While we're unable to offer exchanges once a gift has been selected, we're always happy to help if a gift arrives damaged, incorrect, defective, or cannot be located.

Do You Offer Exchanges?

We do not offer exchanges based on personal preference or product selection.

Because gifts are processed and shipped quickly after they are claimed, we're unable to retrieve, redirect, or swap items once fulfillment has begun.

If there is an issue with the condition or delivery of your gift, please review the sections below.

Damaged, Defective, or Incorrect Gifts

We can assist if:

• Your item arrives damaged
• Parts or components are missing
• The wrong product was delivered
• There is a defect or quality issue that prevents normal use

What to Do

Please contact our Care Team and include:

• Your order number (if available)
• A description of the issue
• Photos of the item
• Photos of the product packaging (if applicable)

Once reviewed, we'll work with our fulfillment partners to provide a replacement of the same item at no additional cost.

Lost Packages

A package may be considered lost if:

• Tracking has not updated for 5 business days, or
• The carrier confirms the package cannot be located

What to Do

Please contact our Care Team and provide:

• Your order number
• Tracking information
• Any relevant delivery details

We'll work with the carrier to investigate and determine the appropriate next steps.

Delivered but Not Received

If tracking shows your package as delivered but you haven't received it, please check:

• Front and side entrances
• Porches or mail areas
• Apartment lobbies or package rooms
• With neighbors, household members, or building staff
• Delivery notes provided by the carrier

If you're still unable to locate the package after 48 hours, please contact our Care Team for assistance.

Stolen Packages

If a package is believed to have been stolen after delivery, please contact our Care Team.

We'll review the available information and work with you to determine the appropriate next steps, which may include a replacement review or carrier claim process when applicable.

Replacement Timelines

Approved replacements typically ship within 3–5 business days.

During periods of high order volume, such as holidays and seasonal gifting campaigns, replacement processing may take longer.

Need Help?

If you're experiencing an issue with your gift, please contact our Care Team and include:

• Your order number (if available)
• A description of the issue
• Tracking information (if applicable)
• Photos of the item and packaging (for damaged items)

Providing as much detail as possible helps us resolve your issue more quickly.