If you’ve received an item that is defective, incorrect, counterfeit, or poor quality, we’ll work with you to investigate and provide a resolution as quickly as possible.
To help speed up the investigation process, we ask that you describe the issue with the item in as much detail as possible. Common issues we hear from customers about are:
- Broken/damaged items
- Item doesn’t fit properly (too big or too small)
- Poor quality
- Missing parts
- Wrong item received
|Sufficient description of issue||Not enough detail in description of issue|
|My water bottle came with a crack down the side and is leaking water.||My water bottle is broken.|
In most cases for the above issues, we’ll ask you to provide a photo of the item and/or the issue. Submitting quality photos helps ensure you get a refund (if applicable) as soon as possible. Here are some tips for taking quality photos.
Tips for quality photos
- Make sure the item you’re referencing in your support inquiry is the main focus of the photo. Please move any other items out of the frame so that it’s clear to our support agents which item they’re investigating.
- The photo should show the entire item. If only part of the item is shown, it’s harder to verify that it is the same item you’re referencing in your inquiry.
- Capture clear photos. A blurry photo makes it hard to verify the issue.
|Quality Photos||Unclear Photos|
Issues where we recommend submitting more than 1 photo
For the following issues, you might need to submit 2 or more photos. The first photo must clearly show the entire item to confirm that it is the same item you’re referencing in your support inquiry.
If you received a damaged item:
- The second photo should position the item in the frame at an angle that most clearly shows the damage.
- For example, if there is a crack in your item, make sure the entire crack is in the frame of the photo.
If you received a wrong size item:
- The second photo should clearly show the tag with the wrong size.
- Please note you’ll never need to show a photo of yourself wearing the item.
If there are parts or pieces are missing from the item:
- The second photo should show proof of the missing piece.
- Examples of this can be an instruction booklet that lists out all parts, the box that the item came in showing all pieces that should be included, or another resource our support agents can use to see an entire list of what pieces should be included.
- If a piece is missing that should be attached to the actual item, position the item in the frame at an angle that shows where the missing piece should be.
|Example of Recommend First Photo||Example of Recommended Second Photo|