What happens if my item gets lost or damaged while buying on StockX?

6/27/2022

Although rare, packages have the potential to be lost or damaged during the shipping process from StockX to the Buyer. StockX ships to Buyers using a variety of carriers. If your item was delivered, but not received, or arrived damaged, we ask that you reach out to us within 3 days of the delivery date to remain eligible for a claim. If you have made changes to your delivery through a carrier management service you will no longer be eligible to file a claim.

 

Contact StockX Support to help with resolution before pursuing additional options like filing a chargeback with your financial institution. Note: Your account will be suspended indefinitely if a chargeback is issued.

 

If there is an issue with your package in transit, StockX will start an investigation with the delivery carrier to make reaching a resolution as simple as possible for you. Please keep in mind that the process may take up to 10 business days from the start of the investigation. More information about this can be found within our Terms and Conditions.

 

To get a case started, simply Contact Us and enter the details for your inquiry. Please include as much information as possible for your specific situation, as this will greatly decrease the investigation time.
You'll enter these details:

  • Type (ex. Buying)
  • Sub-Type (ex. Current Order or Purchase)
  • Contact Reason (ex. Item not received but shows delivered)

 

Review the scenarios below to determine claims eligibility.  

 

It’s been more than 3 days and I haven’t seen an update on the tracking:

 

Contact StockX Support with your order number and explain your tracking inquiry. We will contact your carrier and open an investigation, if needed, for your missing package. 

 

 

What if the tracking information says my package was delivered, but I did not receive it?

 

In the event your tracking information shows your package was delivered, but you did not receive it, we ask that you check with nearby neighbors to see if your package was accidentally delivered to the wrong address, or check with the front desk of your residential complex to see if they are holding your package.

 

If you are still unable to locate your package, contact StockX support and we will start an investigation with the delivery carrier. If you have already started an investigation with the carrier, please know that we must complete our own internal investigation.

 

As part of the investigation, it is a requirement that you submit an affidavit for our records. Get details about the process and access the affidavit from our blog post What to Do if Your Package is Marked Delivered but Not Received.

 

Once you complete the affidavit, visit the Help page on StockX, select the Contact Us button at the bottom of the page to create a case (Buying > Current Order or Purchase > Item not received but shows delivered) and attach the affidavit (PDF) to the case attachments so we can begin to file a claim on your behalf.

  • Claims eligibility: You must reach out to StockX within 3 days of your tracking information saying "delivered" in order for us to initiate a claim for your package. 
    • Note: If a forwarding service has been used, a claim cannot be processed on an order marked as delivered to the forwarding address.

 

 

The estimated delivery date in the carrier tracking has passed but my item still shows it is in transit:
 

If the tracking information shows that your item is still in transit and not marked as delivered but the estimated delivery date has passed, you will need to contact StockX Support to report your non-delivered item that missed its delivery window.

  • Claims eligibility: You must reach out to StockX within 2 days of the carrier's estimated delivery date being missed for us to initiate a claim for your package.



I received my item, but it is damaged:

 

If you received your item damaged, please contact StockX Support and include your order number and a photo(s) of the issue you're referring to so we can review it.

  • Claims eligibility: You must reach out to StockX within 3 days of your tracking information saying "delivered" in order for us to initiate a claim for your package. 
    • Note: If a forwarding service has been used, a claim cannot be processed on an order marked as delivered to the forwarding address.

          Be sure to include photos of the: 

  • damage to the item 
  • shipping box in full 
  • StockX Verification Tag still attached to your item 
  • QR code on the back side of the Verification Tag      

 

 

I received my item but the product box or the shipping box is damaged: 

 

If you received your product box or shipping box damaged, but your item is still in good condition, please contact StockX Support and include your order number and a photo(s) of the issue you're referring to so we can review it.

  • Claims eligibility: You must reach out to StockX within 3 days of your tracking information saying "delivered" in order for us to initiate a claim for your package. 
    • Note: If a forwarding service has been used, a claim cannot be processed on an order marked as delivered to the forwarding address.

          Be sure to include photos of the: 

  • damage to the item 
  • shipping box in full 
  • StockX Verification Tag still attached to your item 
  • QR code on the back side of the Verification Tag      

 

I refused the package when asked to pay additional taxes, duties or customs fees and now the package is lost:

 

StockX will not be liable for the package once it has been refused. 

 

  • Claims eligibility: You are ineligible for a claim if you refuse the package due to being asked to pay any additional taxes or duties at the time of delivery from the shipping carrier and the package becomes lost or abandoned as the result of the refusal. 

 

 

The package was signed for but I never received my item:

 

StockX cannot file a claim with the shipping carrier on your behalf if your item was delivered and a signature was received.

  • Claims eligibility: You are ineligible for a claim if a signature was received by the shipping carrier at the time of delivery.

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