On very rare occasions, packages can get lost or damaged during transit to StockX.
For this reason,
we ask that all Sellers obtain a drop-off receipt and keep it until the order is complete. In the event that there is a problem with your package in transit after departing from the drop-off location, StockX will start an investigation with the delivery carrier to make it as simple as possible to resolve the issue. Please bear in mind that this process may take up to 10 working days from when the issue was reported. More information about this can be found in our
Terms and Conditions.
Review the scenarios below to determine claims eligibility.
I dropped off my item at an access point or left it for collection with a third-party carrier:
We encourage you to drop off all packages at the carrier’s designated store. StockX will not be liable for packages that are dropped off with the applicable carrier via third-party access points (e.g. UPS Access Point Drop-off Lockers, CVS Pharmacy, Staples etc).
If you use an access point or third-party service to ship your package, this may cause a delay in your order showing as shipped. An order will not be marked as in transit until the origin scan from the carrier has been received. Due to possible delays in item scanning when using an access point, this may cause an order to be cancelled if it isn't received in time by the carrier from the access point.
While we will continue to cover collections carried out by the designated shipping carrier, StockX is unable to accept liability for packages that are picked up by third-party shipping service providers.
- Claims eligibility: We are unable to initiate a claim for your package when using an access point or third-party carrier.
My item never left drop-off / It’s been more than 3 days, and I haven’t seen an update to the tracking information:
If your tracking information indicates that your package has not left the drop-off location, the best thing to do is contact that precise location to get more information or to retrieve your item. Your item should still be at that location because there are no other physical scans indicating it has progressed through the carrier system.
- Claims eligibility: We are unable to initiate a claim for your package if it never left the drop-off location.
My tracking information shows my item was delivered to the facility, but it has not been received by StockX yet:
If your tracking information shows that your item was delivered to our facility but StockX hasn't received it yet, check that it hasn’t been less than 2 days since your tracking information was last updated, as it may simply be waiting for an inbound scan into our facility.
- 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 item was returned to me for failing verification, but it was marked delivered by the carrier and I have not received 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.
Even if you have already started an investigation with the carrier, we still have to complete our own internal investigation.
We will contact you as soon as we receive a reply from the carrier.
My item was returned to me for failing verification, but was delivered damaged:
If you received your item damaged from the carrier, please let us know 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. Make sure that you include a picture of the whole shipping box for this type of claim.
My item was returned to me for failing verification, but couldn't be delivered because an unverified address was used:
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 using an unverified address for shipping, StockX waives responsibility for the item and your right to initiate a claim is therefore forfeited.
My bulk shipment arrived at the Verification Centre with an item missing:
We recommend completing a thorough inspection of your bulk shipment prior to sending it to our facility.
- Claims eligibility: We are unable to initiate a claim for any items that are missing from the shipment upon arrival.
I used a PO Box for return delivery but I never got my item back:
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 for items delivered to a PO box.