If your item is lost or damaged in transit while shipping to StockX for verification, StockX will work with the carrier to investigate and reach a resolution. Investigations may take up to 10 business days, and claim eligibility depends on how and where you dropped off the item. Obtain a drop-off receipt and keep the receipt until your order is complete.
No tracking update for 3+ days and item has not left the drop-off location
If tracking shows your package has not left the drop-off location, contact that location directly for more information or to retrieve your item. No carrier scans indicate the package has progressed through the carrier system, so the item should still be at the drop-off location.
Please note: StockX cannot initiate a claim for a package that never left the drop-off location.
Tracking shows item was delivered to StockX, but StockX has not confirmed receipt
If tracking shows your item was delivered to the StockX facility but StockX has not confirmed receipt, allow up to 2 days from the last tracking update, as the item may be awaiting an inbound scan. If tracking has not updated after 2 days, StockX Customer Service will open an investigation with the carrier on your behalf.
Item was returned after failing verification, but has not been received
Check with nearby neighbors to see if the package was accidentally delivered to the wrong address, or check with your building's front desk to see if the package is being held there. If the package cannot be located, StockX Customer Service will open a carrier investigation and follow up with you once information is received.
Item was returned after failing verification, but arrived damaged
Submit your order number, photos of the damaged item, and a photo of the full shipping box to StockX Customer Service. StockX Customer Service will review the claim and follow up within 10 days of the tracking status showing "delivered."
Situations where StockX is unable to file a claim
- Item dropped off at a third-party access point (examples: UPS Access Point Drop-off Lockers, CVS Pharmacy, Staples) or picked up by a third-party shipping service provider. Drop off all packages at the carrier's designated store location. Using an access point or third-party service may also delay the order from reflecting as shipped. Orders will not be marked as "en route" until the carrier's origin scan is received, and delays may result in order cancellation.
- Bulk shipment arrived at the StockX Verification Center with an item missing. Complete a thorough inspection of your bulk shipment before sending the shipment to the StockX Verification Center.
- Unverified delivery address used. Use an address that can be verified on the StockX platform. Completing a purchase or sale using an unverified address means StockX waives responsibility for the item, and the seller forfeits the right to file a claim.
- PO Box used for return delivery. PO Box deliveries are not permitted on StockX for buyers or sellers.