My box is missing an item or is damaged/broken. What should I do?

In the case an item comes damaged (or expired from the manufacturer) or is missing (box is physically intact but an item is not in your box), please contact our customer support team by using this form and choose the option missing item or damaged item under Shipping issue. 

You are required to submit pictures mentioned below in order for our support team to expedite a resolution:

  1. Pictures of all sides of the box (applies to both missing and damaged item issue)
  2. Pictures of all items received in the box (applies to both missing and damaged item issue)
  3. Pictures of individual items, showing the damaged part (applies to damaged item issue)

Kindly note that all missing or damaged items must be reported within 90 days of shipping to qualify for further investigation and compensation.

Compensation offered will be in the form of partial refund or item replacement and every customer is eligible for the compensation offer, even if your box is not insured. (read more)

Validity of a damaged item will be at the discretion of the support agent. 

Any damages to the boxes or the packaging of a product will not quality for replacement if the content is undamaged. Broken items such as cookies, chips, or other fragile snacks also may not qualify for replacement. 

Due to inventory changes, any issues must be reported within 7 days of receiving your box. Replacement items will be shipped out in the next shipment once confirmed by the support agent. If we do not have the missing item in stock, credit will be applied to your account instead.

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