Shipping Protection Claims

We’ve got you covered. If your order was lost, damaged, or stolen, we’re here to make it right.

🛡 What Shipping Protection Covers

🔍

Lost Packages

Your order was never delivered and tracking shows no movement for 7+ business days.

🛒

Stolen Packages

Tracking shows delivered but your package is nowhere to be found.

🛒

Damaged Items

Your order arrived visibly damaged or broken due to transit handling.

📝 How to File a Claim

⏱ Claims must be submitted within 15 days of the delivery date (or expected delivery date for lost packages). Please have your order number ready.

Gather Your Information

Have your order number, email address, and photos of any damage ready before submitting your claim.
Contact Us

Email us at info@siennaclay.com with the subject line “Shipping Protection Claim – [Your Order Number]” or call us at +1 (901) 878-5864.
Submit Your Evidence

For damaged items, attach clear photos of the damaged product and packaging. For stolen packages, include a note confirming you’ve checked with neighbors and building management.
We Review Your Claim

Our team will review your claim within 1–2 business days and follow up with next steps.
Resolution

Once approved, we’ll send a replacement or issue a full refund — whichever you prefer.

❓ Claims FAQs

How long do I have to file a claim?

Claims must be submitted within 15 days of the delivery date. For lost packages, the clock starts from the expected delivery date shown in your tracking information.

What if my tracking says delivered but I didn’t receive it?

First, check around your property, with neighbors, and with your building management. If you still can’t locate it, contact us within 15 days and we’ll open a claim with the carrier and work to resolve it for you.

Do I need photos to file a damage claim?

Yes — photos of both the damaged item and the packaging are required for damage claims. This helps us process your claim quickly and work with the carrier.

Can I get a refund instead of a replacement?

Absolutely. Once your claim is approved, you can choose between a full refund to your original payment method or a replacement item shipped to you at no charge.