Add Shipping Protection Protects against damaged or lost packages based on carrier tracking.
Fast Claim Resolution Quick review and processing for eligible shipping protection claims.
Priority Support Access to our customer support team for shipping related issues
Lost Items Policies
An order is considered “Lost” if it is not marked as “Delivered,” and if 8 days have passed since the last tracking status update.
Or if 3 days have passed since the last estimated delivery date provided by the carrier, and no delivery or update to status has been made.
A claim can be filed after 6 days and not later than 30 days.
What We Don’t Cover
We will not consider a package “lost” if a shipping carrier is unable to deliver a package due to an invalid or undeliverable address or if the customer refuses a delivery.
We will not consider a package “lost” if the customer entered the wrong address at the time of purchase.
We will not consider a package “lost” if it is marked “pre-shipment,” “label created,” or “shipment information received.”
We will not consider a package “lost” if the order is stuck in customs for any reason.
Stolen Items Policies
We will consider a package “stolen” if the package is marked “delivered” but the customer did not receive it, and no other people or neighbors are aware of its location.
A claim can be filed after 2 days but not later than 14 days of the “marked delivery date
A Package must be picked up within 12 hours of delivery; after that, we are not responsible for stolen packages.
Damaged Items Policies
We will consider an item “damaged” if it’s unusable. Supporting pictures or videos of the damaged items is required
What We Don’t Cover
We will not consider an item “damaged” if it shows any manufacturing defects or marks that we suspect may have occurred before shipment, for example, the box or packaging does not show signs of mishandling. Please contact the store for any manufacturing issues.
A claim can be filed within 30 days of the “marked delivery date.”
Additional Policies
If we ask for additional supporting evidence, or a police report, or a notarized letter, and we don’t receive it within 45 days, the claim will be closed and can’t be reopened.
If a chargeback has been filed with the bank for this order, this order is no longer qualified for a claim.
*A notarized letter or police report may be required based on the order amount and if the filler of the claim has a suspicious background
Atlético Madrid
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