How Do I Request Compensation for a Damaged or Lost Package

If a package arrives damaged or fails to reach its destination, you can request compensation directly from your BrandSKU dashboard. Submitting the request from the affected order automatically links it to the order's design files, production status, and shipping data — which helps our team process it faster. This article walks through both scenarios.

Before You Submit

Reports must be submitted within specific timeframes to remain eligible:

• Damaged packages: Within 30 days of delivery
• Lost packages: Within 1 week after the standard shipping timeframe ends (60 calendar days for international orders, 30 calendar days for domestic US orders)

Requests submitted after these windows may not qualify for compensation.

For Damaged Packages

If your customer received the package but the product inside is damaged, follow these steps.

Step 1: Gather Evidence

Collect clear photos or short videos showing:

• The damaged product from multiple angles
• The outer packaging (if it also shows damage from transit)
• The shipping label on the package
• Any visible defect that affects the product's function or appearance

Tip: Well-lit, high-resolution photos or videos significantly speed up the review. If multiple items with the same design are affected, include an additional photo showing all affected items in one frame.

Step 2: Submit the Request

1. Log in to your BrandSKU account and go to Dashboard → Orders → My Orders.
2. Find the affected order and click Order Details.
3. In the upper right corner of the order details page, click Problem with Order or Submit Issue.
4. In the request form, select the issue type (Damaged Product), briefly describe the problem, and upload your photo or video evidence.
5. Click Submit.

Step 3: Await Review

Our team will review your submission and respond typically within 1–3 business days. Once verified, you can choose between a refund or a free replacement.

Note: If only the outer packaging is damaged but the product itself is intact and functional, compensation cannot be offered. Minor packaging wear during transit is beyond our control.

For Lost Packages

If tracking shows the package hasn't been delivered and remains stuck in transit past the standard timeframe, follow these steps.

Step 1: Verify First

Before submitting a request, please:

• Verify the delivery address is complete and accurate on the order
• Contact the local carrier or post office — packages are sometimes held for pickup at a local facility instead of being delivered directly

If both steps have been completed and the package still can't be located, proceed to submit a request.

Step 2: Gather Evidence

For lost packages, please prepare:

• The order number
• The full tracking history showing the last known location
• A note describing what steps you've taken to locate the package (post office contact, carrier calls, etc.)

Step 3: Submit the Request

1. Log in to your BrandSKU account and go to Dashboard → Orders → My Orders.
2. Find the affected order and click Order Details.
3. Click Problem with Order or Submit Issue in the upper right corner.
4. Select the issue type (Lost Package), describe what happened, and paste in the tracking information.
5. Click Submit.

Step 4: Await Review

Our team will investigate with the carrier and determine whether the package can be recovered or should be considered lost. Once confirmed as lost, you can choose between a refund or a free reshipment.

When Compensation Is Not Offered

Compensation for damaged or lost packages is not available in the following situations:

• The shipping address provided by you or your customer was incorrect or incomplete
• The package was confirmed as delivered by the carrier but reported missing at the destination (possible theft or misplacement)
• Only the outer packaging was damaged, with the product itself intact and functional
• Damage caused by improper handling or use after delivery
• Losses caused by natural disasters, customs holds, or other force majeure events

See When Am I Eligible for a Refund or Compensation for the full eligibility policy.

If you have any questions about your specific case, feel free to reach out to [email protected] and our team will get back to you as soon as possible.