Package ProtectionAcorns & Twigs
By selecting Package Protection at checkout and paying an additional fee of 2.75% of your order subtotal, your order will be protected from damage, loss, or theft. If your order never arrives or is damaged when it arrives, you can easily file a claim with our team and receive a replacement order or be reimbursed.
Claims for packages marked "delivered" yet not received must be made 3 days after delivery confirmation date to ensure it was not mis-delivered or found around the premises, but no longer than 15 days. Claims for packages marked "delivered" yet not received are only eligible for a replacement order or store credit. For international orders, you will be responsible for the charges to ship your replacement.
Claims for packages presumed to be lost (where the status is not "delivered") must be filed after 7 days (60 days for international) and within 30 days from order date. Claims for packages presumed to be lost (where the status is not "delivered") are eligible for a replacement order or reimbursement of your original order costs, not including shipping charges.
To file a claim, contact us with your Order ID, contact info, and a description of the problem, and we will get back to you within 2-3 business days.
If you declined Package Protection, and your package has been lost, stolen, or damaged, please contact the carrier.