What is covered
- âParcels lost in transit with no tracking movement.
- âParcels seized or returned by customs.
- âProducts damaged or compromised on arrival.
- âIncorrect items received.
When to report
Contact us in your order conversation as soon as you notice a problem. For stalled tracking, we treat a parcel as lost when it shows no movement for an extended period; for damage or wrong items, report within a few days of delivery with photos.
How reshipment works
Once your claim is confirmed, we reship the same items from the most suitable warehouse at no product cost. If the items are out of stock, we offer a replacement of equal value or store credit.
Good to know
- âKeep all packaging and take photos for damage claims.
- âA customs letter, if you received one, speeds up seizure claims.
- âReshipment terms can vary by destination â we confirm specifics with your order.
Requesting a reshipment
- 1
Contact us
Message us on Discord or Telegram in your existing order conversation.
- 2
Share details
Provide your order number, tracking number, and photos or documents if applicable.
- 3
We verify
We review the tracking history and confirm your claim, usually within a few business days.
- 4
We reship
A replacement parcel is dispatched and the new tracking number is shared with you.
â ī¸ Reshipment applies to orders shipped by Synapse Research with valid tracking. Claims made outside the reporting window, or for addresses entered incorrectly at checkout, may not be eligible.
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