What to do if your package is showing as delivered but you can't find it.
Before contacting Jomashop, please:
- Verify the shipping address
- Look for a notice of attempted delivery
- Look around the delivery location for your package
- Check if someone else accepted the delivery
If you still cannot find your package, we will need to start a lost-package claim. Claims can take up to 10 business days to process. Depending on the outcome of the claim, we will be able to get an insurance reimbursement and reship your item(s). We cannot issue a refund or replace your item(s) until the lost package claim is issued (shipping companies can sometimes find the “lost” package and attempt re-delivery).
What to do if there is a discrepancy with your order.
If there are any noticeable discrepancies with your order after being delivered, or if a different item was received, please contact Jomashop to make any necessary corrections. If Jomashop is not notified of product discrepancies within 5 days of being delivered, you may not be able to submit it for replacement. Please do not use items that you believe are incorrect as it may void our ability to exchange or replace the items. Please read our International Orders section below for International shipping issues. Please contact us within 5 days of receiving your shipment if your item is defective. You may be asked to provide us with photographs of the items that are discrepant to help us better assist you.
International Shipping Issues
If an International order is received, damaged, or not received at all, You must initiate an insurance claim finalize it before Jomashop can execute the customer compensation or product replacement process. If the item is received damaged, please contact Jomashop within 5 business days after delivery to conduct a claim. Please hold onto your shipping box as our insurance company may want to inspect it. If the item is not received at all, we are required to wait 45 days after the shipment date to conduct an insurance claim.