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

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 Customer Service to help you resolve this first before pursuing other options like filing a chargeback with your financial institution or contacting the carrier directly.

Please note: Your account will be suspended indefinitely if a chargeback is issued. Bear in mind that processes vary case-by-case and may take up to 10 working days once we have all the required documentation from you to begin an investigation. More information about this can be found in our Terms and Conditions.

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:
You can select the chatbot icon below to contact StockX Customer Service with your order number and explain your tracking enquiry. We will contact your carrier and open an investigation, if necessary, for your missing package.

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

If your tracking information shows your item was delivered to our facility but it was not received by StockX, check to ensure that it hasn’t been less than 2 days since your tracking information was updated, as it may simply be waiting for an inbound scan into our facility. If on the third day your item still shows no signs of movement, you can select the chatbot icon below to begin an enquiry with our Customer Service Team.
  • 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, you can select the chatbot icon below to begin an enquiry with our Customer Service Team. We may require identification verification using third-party verification and we will send you a link once we receive your enquiry.
  • 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.
    • StockX cannot file a claim with the shipping carrier on your behalf if an order is marked as delivered to the forwarding address.
    • StockX cannot file a claim with the shipping carrier on your behalf if your item was delivered to the designated address and it was signed for.
    • StockX cannot file a claim with the shipping carrier on your behalf if your item was delivered to the designated address and a proof-of-delivery 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. Remember that we recommend monitoring your delivery dates closely or signing up for live alerts from the carrier website and advise against leaving packages unattended.

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 ineligible for a claim if a signature was received 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.

The estimated delivery date in the carrier tracking has passed, but my item is still showing as 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 can select the chatbot icon below to begin an enquiry with our Customer Service Team 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.
    • If the carrier requires specific information for your item to clear customs, they will contact you directly. Please provide them with the information requested directly.

I've received my item but the product or the product box has been damaged:
If your item was damaged when you received it, you can select the chatbot icon below to begin an enquiry with our Customer Service Team. We’ll ask for 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 damaged 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 back 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. If you are located in a country with All-In or All-in Hybrid pricing models and you are asked to pay additional duties or fees upon delivery, please select the chatbot icon below to begin an enquiry with our Customer Service Team. For more information, see Pricing Models used on StockX
  • 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.

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 is able to be verified in our system. If you choose to continue with your purchase using an unverified address, StockX waives responsibility of the item and your right to initiate 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 StockX ship to an APO, FPO and DPO Address or a PO Box?

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