Damaged goods / Lost & missing packages

Damaged Goods & Lost & Missing Packages Policy

At goldenbrownskin, we take pride in carefully handcrafting and packaging each order. However, we understand that issues can sometimes occur during transit. Please review our policies below for how to handle damaged or lost packages.

Damaged Goods

If your items arrive damaged, please follow the steps below to request a replacement:

1. Contact us through our [Contact Form] within 72 hours of receiving your package.

2. In the subject line, please include:

Order # [Your Order Number] – DAMAGED GOODS

Example: Order #GBS-1234 – DAMAGED GOODS

3. Include clear photos of the entire package and all damaged items as they were received.

Important:

• Requests made after 72 hours of delivery will not be eligible for a replacement.

• Once your request is approved, we’ll reship the damaged items to you free of charge.

Missing or inadequate orders

If your package arrived with missing or incorrect items, please follow the steps below within 72 hours of delivery so we can quickly send you the missing products!

HOW TO REPORT:

1. Contact us through our [Contact Form] or email [your email address] within 72 hours of receiving your package.

2. In the subject line, write:

Order #[Your Order Number] – MISSING ITEMS

Example: Order #GBS-1234 – MISSING ITEMS

3. Attach clear photos or videos of:

• The entire package showing all items you received

• The box or packaging as it arrived (before opening/removing items)

• Please note: To file a missing item claim, all received products must be unopened and unused to ensure claim validity.

IMPORTANT:

• Claims made after 72 hours will not be eligible.

• All claims are reviewed carefully. Package weights and contents are recorded before shipment to verify orders.

• Fraudulent or incomplete claims may be denied.

Lost Packages

If your package is marked as delivered but you have not received it, or if it’s stuck in transit, please follow these steps:

1. First, contact USPS Customer Service directly to file a claim, as all orders are insured.

• You can file a claim online at USPS Claims or by calling your local USPS office.

2. If you need assistance with tracking details, insurance information, or support during the claims process, feel free to reach out to us via our [Contact Form]. We’ll do our best to assist you and provide any additional information needed.

Note:

Once a package has been shipped and is in USPS possession, goldenbrownskin is not responsible for lost or delayed packages. Insurance claims must be processed through USPS.

Need Help?

If you have any questions about these policies or need further assistance, don’t hesitate to reach out to us via email [email protected]