Safe Delivery Guarantee

Lost Orders and Damaged Orders. 

Lost - Packages not delivered 60 days after order fulfillment (i.e., the date when the order was actually shipped, not when it was ordered) are considered lost. Anything prior to 60 days is not considered lost. For lost packages the customer will have their choice of either a replacement being sent, store credit, or compensation for the actual item(s) value paid. Note that shipping costs will not be refunded for lost orders, although if a replacement order is requested we will cover the cost of reshipping your order. Orders that have been marked by the carrier as delivered but not received are not considered lost, but rather stolen. We will offer compensation on stolen orders only up to a maximum value of USD $100, and compensation or a replacement order will only be provided when the receiver can provide us with proof that they have followed up with their local post office to ensure that the package is not being held by them, and a copy of a police report indicating that they have filed a formal claim of theft with their local law enforcement authorities.

Damage - Items damaged to the point where the item(s) are clearly unusable, broken, crushed, etc. are eligible for compensation. Photos must be provided. Cosmetic damage (i.e., small scratches, minor dents, etc.) are not covered by this policy. For damaged items the customer will have their choice of either a replacement being sent, store credit, or compensation for the actual item(s) value paid. Note that shipping costs will not be refunded for damaged orders, although we will cover the cost of reshipment if a replacement is requested.

All items purchased in our store are eligible. If you include Safe Delivery Guarantee with your order, then all items in that order are covered without exclusion. 

Simply email our customer service at contact@pulltheplugpatches.com and we will assist you.

To qualify for compensation, customers with a lost or damaged order need to follow the following requirements:

Lost - When an order is not delivered, customers must wait the full 60 days for their shipment to arrive. Sometimes orders are delayed, and even at 59 days there is still a chance the order may be delivered. 

Damage - When an order is delivered with a damaged item, customers must report the damage to us within 7 days after the delivery date to be eligible for compensation. After 7 days have elapsed we unfortunately will no longer be able to compensate you for a damaged item. 

When you experience an order issue, either loss or damage, please contact our customer service. We usually will resolve any issues within a day or two of receiving your email. We may ask questions and ask for photos of damaged items, and for lost items we will have to verify the tracking information and that 60 days have passed since the order was originally shipped. For stolen orders we will need to see proof that you have contacted your local post office to verify that the order is not with them, and that you have filed a police report. Other than that you can expect a very smooth process.