Damaged goods / Lost & missing packages

DAMAGED GOODS, MISSING & LOST PACKAGES

Please review the following information if your order arrives damaged or if a package that has already shipped cannot be located. This policy explains how these situations are handled and what information is required when submitting a report.

Goldenbrownskin is a small, independently operated business. I take the time to document the packing process for every order, including the products placed inside each package. This allows me to review concerns accurately and compare submitted reports with my fulfillment records.

MISSING, LOST, OR STOLEN PACKAGES

If USPS has received your package but you have not received it, it may fall under this category. This includes packages that are delayed in transit, appear stuck at a facility, cannot be located, or are marked as delivered but were never received.

Once a package has been handed over to USPS, its transportation and delivery are handled by the carrier and are outside of my control.

All shipments include up to $100 in USPS insurance coverage. If your package cannot be located, you will need to contact USPS and follow its insurance claim process using your tracking information. USPS determines claim eligibility and any reimbursement.

You may contact me with concerns or if you need assistance, but the carrier is responsible for investigating missing package claims.

DAMAGED, BROKEN, OR SPILLED PRODUCTS

If your order arrives with a broken, leaking, or spilled product, you must contact me within 48 hours of receiving your package.

To have your report reviewed, you must submit BOTH clear photos AND a clear video showing:

The outside of the shipping package.
The inside of the package, including packaging materials.
The products received and their condition upon arrival.

I document the packing process for every order. Submitted photos and videos will be reviewed against my packing records to verify the condition of the package and the products before shipment.

If a product is confirmed to have arrived damaged, broken, or spilled, I will replace the affected item only. Replacements are limited to the specific product confirmed to be damaged, not the entire order.

For example, if body butter spills onto a body oil bottle but the body oil itself is not damaged, only the body butter will qualify for replacement. The unaffected bottle can be cleaned with soap and water.

Reports must include the required photos and video so the situation can be properly reviewed.

BEFORE CONTACTING ME

Please make sure you are reviewing the correct policy for your order.

An order that is still awaiting processing or shipment is not a missing or lost package. If your order has not shipped yet, please do not submit a missing package report or email me stating that your package is missing.

For questions about processing times, order status, or shipping updates, please refer to my Shipping & Processing Times page and the updates posted on my social media platforms.

This page is specifically for packages that have already been shipped and products that arrive damaged, broken, or spilled. Following the appropriate instructions helps me review concerns accurately and address them accordingly.