LET'S RESOLVE YOUR PACKAGE ISSUES.
We’ve partnered with Guide Package Protection to safeguard your order against loss, theft, and transit damage. For lost or stolen packages: file within 5–30 days. For damaged items: file within the same day–30 days (photos required).
Misuse or false claims are taken seriously and may result in a loss of coverage.
What is Guide Package Protection?
What is Guide Package Protection and how does it work? Guide Package Protection protects your order against loss, damage, theft, and more. In just a couple of clicks, you'll receive a refund or replacement for approved claims.
How do I file a claim with Guide Package Protection? You may file a claim here or reach out to our customer service team to assist you with the claim.
How much does Package Protection cost? This white glove service is provided to all orders courtesy of Gallery Department. Any signs of excessive use or misconduct will not be tolerated.
How long before my delivery is considered as lost ? If your parcel hasn't had an updated tracking scan in 5 days, it’s considered lost in transit, and you can make a claim.
What happens if my parcel is stolen OR if it says delivered but I haven’t received it? File a claim here same day or within 30 days from delivered date. If your package has been missing for 5 or more days, Guide will go ahead and process your claim.
What happens if my parcel is damaged in transit? File a claim here same day or within 30 days from delivered date. If your package has been missing for 5 or more days, Guide will go ahead and process your claim. Kindly note, you will be asked to provide images of the damaged item/package so please do not dispose of the packaging material.
How long do I have to file a claim? For lost or stolen packages you can file the claim within 5-30 days from the last tracking status to file a claim.
For damaged in transit, you can file the claim within same day - 30 days from the delivered date.
How do I file a claim?
You may file a claim here or reach out to our customer service team to assist you with the claim.
How do I file a claim with Guide Package Protection? You may file a claim here or reach out to our customer service team to assist you with the claim.
How much does Package Protection cost? This white glove service is provided to all orders courtesy of Gallery Department. Any signs of excessive use or misconduct will not be tolerated.
How long before my delivery is considered as lost ? If your parcel hasn't had an updated tracking scan in 5 days, it’s considered lost in transit, and you can make a claim.
What happens if my parcel is stolen OR if it says delivered but I haven’t received it? File a claim here same day or within 30 days from delivered date. If your package has been missing for 5 or more days, Guide will go ahead and process your claim.
What happens if my parcel is damaged in transit? File a claim here same day or within 30 days from delivered date. If your package has been missing for 5 or more days, Guide will go ahead and process your claim. Kindly note, you will be asked to provide images of the damaged item/package so please do not dispose of the packaging material.
How long do I have to file a claim? For lost or stolen packages you can file the claim within 5-30 days from the last tracking status to file a claim.
For damaged in transit, you can file the claim within same day - 30 days from the delivered date.
When can I file a claim and how long does it take to resolve?
For lost or stolen packages you can file the claim within 5-30 days from the last tracking status to file a claim.
For damaged in transit, you can file the claim within same day - 30 days from the delivered date.
Once you file a claim you should receive an update about your replacement or refund request from our claims service.
