What's covered
Your order is protected from the moment the carrier picks it up until it's delivered. If it's lost, stolen or damaged along the way, we'll send a replacement or refund what you paid, including shipping.
A parcel counts as lost once the carrier declares it lost, or if it hasn't moved for 30 days.
If your parcel is marked as delivered but was taken from your door, that's covered too, as long as you file a police report.
What isn't covered
- A parcel sent to an address that was entered incorrectly at checkout.
- Cosmetic marks like light scuffs or scratches.
- Delivery delays.
- Claims made after the deadlines below.
How to make a claim
Email support@stefkeyca.ps and include:
- Your order number and tracking number
- Your full name
- A short description of what happened
- Photos or video of the box, the label, the packaging and the item
Keep the box, packaging and item until the claim is finished, in case more photos are needed.
Deadlines
- MARKED DELIVERED, NOT RECEIVEDWithin 15 days of the delivery date, with a police report.
- LOST OR DAMAGEDWithin 60 days of the ship date. The sooner the better.
Good to know
- If a parcel we refunded as lost turns up later, please let us know and return the refund within 15 days.
- For limited sets like this one, the value of damaged items may be checked by a specialist.
- Claims are handled directly by us: you never have to deal with the carrier or an insurer yourself.
This is a plain-language summary of how we handle shipping problems. If anything here is unclear, write to support@stefkeyca.ps before you order.