Add order protect to your order to ensure the contents arrive undamaged and protect yourself against loss and theft.
What we consider lost:
- A shipment marked unfulfilled or delivered that has not yet been received. Please allow up to 7 business days for your order to be delivered.
- Your tracking has not updated for 2 weeks from the ship date.
If your package has had no scans or evidence that it is moving to you for more than 5 days, please contact us to report it. We will investigate the delay to determine if it is truly lost or if it is simply taking longer due to unusual circumstances such as high-volume shipping season or natural disaster.
- If the item is lost, the package protection will cover a replacement or refund. You have 30 days from the last tracking scan to report the problem for the package to be protected.
What we consider stolen:
You, or someone you know, saw a person take your package after the package was delivered. In addition to reaching out to our customer service team, we encourage reporting all thefts to your local authorities.
What we consider damaged:
- Items arrived damaged in transit.
- Some of your order is missing due to the package opening in transit. Please email us immediately if your items arrived damaged or if something is missing from your order. Make sure to include photos of the tampered items.
What is not covered:
- Shipping or processing delays
- Missing packages or fees incurred if an incorrect address is provided.
- Orders stuck in customs - We are not responsible for custom delays or fees.
- Items returned to us that are not in a resalable condition.
Our policy for orders without order protect:
If you opt out of ‘PROTECT YOUR ORDER’, your package will not be covered for loss or theft beyond the standard protection provided by the carrier. You may contact the carrier to make a report. We will help you in anyway we can to recover your loss. Do not hesitate to contact us for help in the process.
To receive a replacement item or refund, please email us at hello@hexxee.com using the template below and our team will get back to you within business hours:
Order #
Description of issue
Photos of damaged products/ package if applicable
Contact information
Protect your order is non refundable.
Click here for more info.
