What if my package gets lost or arrives damaged?Updated a month ago
Lost packages
If you believe your package has been lost in transit, please contact our Customer Support team with your order number.
While ALCO can not be held responsible for lost or stolen packages, we will do everything we can to help locate your package. We'll work directly with the shipping carrier to investigate the shipment, though we can't guarantee the outcome of a carrier investigation.
If you purchased Package Protection at checkout, you can also submit a claim through our Package Protection Claims Portal.
Damaged packages
If your shipping package arrives damaged and one or more of your items are damaged as a result, you can submit a return request through our Returns Portal within 7 days of delivery.
- Start a new return request.
- Select My item was damaged as the reason for your return.
- Upload photos of the damaged item(s) for our Customer Support team to review.
Once your request has been reviewed, we'll waive the return shipping and handling fee for approved claims. You can choose an exchange (subject to availability) or a refund in accordance with our return policy.
If you're unable to submit your request through the Returns Portal, please contact our Customer Support team and we'll be happy to help.