Shipping Claim

SHIPPING CLAIM

At Crosscy, we strive to ensure every order is delivered safely and on time. However, if you encounter any issues during shipping, we provide a clear process for submitting a shipping claim.

Eligible Shipping Claims

You may submit a shipping claim under the following circumstances:

• Your order is lost in transit

• Your package is marked as delivered but not received

• Your item arrives damaged

• You received the wrong item

Claim Timeframe

To be eligible for a shipping claim, you must contact us within the following timeframes:

• Lost packages: Within 20 days from the shipment date

• Delivered but not received: Within 7 days of delivery status update

• Damaged or incorrect items: Within 7 days of receiving the package

Claims submitted after these timeframes may not be accepted.

Required Information

When submitting a shipping claim, please provide the following:

• Your Order Number

• Full name and email used for the order

• Description of the issue

• Supporting evidence (photos of damaged items, packaging, or screenshots of tracking information)

Incomplete claims may delay the review process.

Investigation Process

Once your claim is received:

• Our team will review the provided information

• We may contact the shipping carrier for further investigation

• Additional details may be requested if necessary

Please allow 3–7 business days for the investigation process.

Resolution Options

If your claim is approved, we may offer one of the following solutions:

• Replacement of the item at no additional cost

• Full or partial refund

• Store credit (if applicable)

The resolution will depend on the nature of the issue.

Non-Eligible Cases

Shipping claims may not be accepted in the following situations:

• Incorrect shipping address provided by the customer

• Failed delivery due to absence or refusal to receive the package

• Delays caused by customs, weather, or external factors beyond our control

• Minor delays that fall within standard shipping timeframes

Important Notes

• Customers are responsible for ensuring that their shipping information is accurate at checkout

• Once a package is handed over to the carrier, delivery times are estimates and may vary

• We are not liable for delays caused by external logistics factors

Contact Us

To submit a shipping claim or request assistance, please contact us:

Email: support@crosscy.com
Response Time: Within 24 business hours