If your item is lost or damaged in transit to StockX for verification, StockX will work with the carrier to investigate and reach a resolution. Investigations may take up to 10 working days. Whether you're eligible to make a claim depends on where and how you dropped off your item. Make sure you get proof of drop-off and keep it until your order is complete.
No tracking update for 3+ days and item has not left the drop-off location
If tracking shows that your parcel hasn't left the drop-off location, contact the location directly for more information or to arrange to collect your item.
StockX cannot make a claim for a parcel that hasn't left the drop-off location.
Tracking shows item was delivered to StockX but StockX has not confirmed receipt
If tracking shows that your item has been delivered to StockX but we haven't confirmed receipt, allow up to 2 days from the last tracking update, as your item may still be waiting to be scanned in. If tracking hasn't been 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 your neighbours in case your parcel was delivered to the wrong address, or with your building's reception to see if it's being held there. If you can't locate your parcel, StockX Customer Service will open an investigation with the carrier and update you when more information is available.
Item was returned after failing verification but arrived damaged
Send your order number, photos of the damaged item and a photo of the entire delivery box to StockX Customer Service. They'll review your claim and get back to you within 10 days of your order being marked as delivered in the tracking information.
Situations where StockX is unable to file a claim
- Always drop off your parcel at the carrier's designated store. Using a third-party drop-off (e.g. UPS Access Point Drop-off Lockers, CVS Pharmacy, Staples) or collection service may delay your order being marked as 'in transit', as this won't happen until the carrier has completed its first scan. These delays could result in your order being cancelled.
- Bulk shipment arrived at the StockX Verification Centre with an item missing. Make sure that you double-check that all intended items are included in your bulk shipment before sending it to the StockX Verification Centre.
- Always use a delivery address that can be verified on StockX. If you buy or sell an item using an unverified address, StockX won't be responsible for any loss or damage, and you won't be eligible to make a claim.
- PO Box used for return delivery. PO Box deliveries are not permitted on StockX for buyers or sellers.