On very rare occasions, packages may 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, please refer to the claims eligibility sections below. 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. NB 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 it as simple as possible to resolve the problem. Please bear in mind that the process may take up to 10 working 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 about your enquiry. Please include as much information as possible about your specific situation, as this will greatly reduce the investigation time.
You'll enter these details:

• Type (e.g. Buying)
• Sub-Type (e.g. Current Order or Purchase)
• Contact Reason (e.g. 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 enquiry. We will contact your carrier and, if necessary, open an investigation into your missing package. 

My tracking information shows that the item I sent back was delivered to the facility but has not yet been received by StockX:

If your tracking information shows that your item was delivered to our facility but was not received by StockX, check that it hasn’t been less than 2 days since your tracking information was updated. It may simply be waiting for an inbound scan into our facility. On the third day, if your item still shows no signs of movement, Contact Us. 

• Claims eligibility: In order to assist with an item lost in transit, the carrier’s tracking information must be active at the time of contacting StockX.

 

My tracking information says my package was delivered, but I did not receive it:

 

In the event that your tracking information shows your package was delivered but you did not receive it, please check with neighbours to see if your package was accidentally delivered to the wrong address or check with the front desk of your residential building to see if they are holding the package for you.

 

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

 

As part of the investigation, you are required to submit an affidavit for our records. Get details about the process and access the affidavit on 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 contact StockX within 30 days of your tracking information saying "delivered" in order for us to initiate a claim for your package. 
  • NB: 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 contact StockX within 30 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 Customer Service and include your order number and a photo(s) of the issue you're referring to so that we can review it.

• Claims eligibility: You must contact StockX within 10 days of your tracking information saying "delivered" in order for us to initiate a claim for your package. 
  • NB: If a forwarding service has been used, a claim cannot be processed on an order marked as delivered to the forwarding address.

          Make sure that you include photos of the: 

• damage to the item 
• whole shipping box 
• StockX Verification Tag still attached to your item 
• QR code on the reverse 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 contact StockX within 10 days of your tracking information saying "delivered" in order for us to initiate a claim for your package. 
  • NB: If a forwarding service has been used, a claim cannot be processed on an order marked as delivered to the forwarding address.

          Make sure that you include photos of the: 

• damage to the item 
• whole shipping box 
• StockX Verification Tag still attached to your item 
• QR code on the reverse 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 not eligible to make a claim if you refuse the package when you are asked to pay any additional charges at the time of delivery by the shipping carrier and if 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 obtained.

• Claims eligibility: You are not eligible for a claim if a signature was obtained by the shipping carrier at the time of delivery.

A photo was taken by the carrier showing that my item was delivered, but I never received it:

StockX cannot file a claim with the shipping carrier on your behalf if your item was delivered and a photo was taken, as the carrier successfully fulfilled their delivery obligations. If your package was taken or is missing after the carrier confirmed delivery, you should report the incident to your local authorities. As a reminder, we recommend monitoring your delivery dates closely or signing up for live alerts from the carrier website, and advise against leaving packages unattended.

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

I used an unverified address and my item was unable to be delivered: 

StockX cannot file a claim with the shipping carrier on your behalf if an unverified address was used.

• Claims eligibility: In order to ensure the safe delivery of your item by our carrier, we always recommend selecting an address that can be verified in our system. If you choose to continue with your purchase using an unverified address, StockX waives responsibility for the item and your right to make a claim is therefore forfeited. 
   

I used a PO Box for delivery, but I never received my item

The use of PO boxes for deliveries are prohibited on the platform for Buyers and Sellers. As a result, we are unable to process claims delivered to a PO Box. Further information can be found in our FAQ: As a Buyer, can I request that StockX ship to an APO, FPO and DPO address or a PO Box?