Lost or Stolen Packages Policy

If shipping protection is not purchased, Suspex cannot provide refunds or replacements for lost or stolen packages marked as delivered by the carrier.

We sincerely apologize for any frustration or inconvenience this may cause. To ensure the recovery of your order in the event of loss or theft, we highly recommend purchasing shipping protection at checkout. If your tracking information shows that the package was returned to the sender, please email us at hello@shopsuspex.com with your updated address.

If you did not purchase shipping protection, your tracking shows the package as delivered, and it is missing, please follow these steps:

  1. Check with your neighbors, as packages are sometimes delivered to the wrong mailbox or door.
  2. Visit your local distribution center, as your package may still be with the carrier.
  3. File a claim with the respective carrier.

For packages shipped via standard (USPS Ground Advantage), Priority, or Priority Mail Express, your package includes up to $100 insurance. You can learn how to file a claim with USPS here.

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