If you kept the Route shipping protection on your order they require 20 days with no tracking updates before a claim can be opened. All shipping claims are handled by Route shipping protection. Check your email for the claim ID and there is a link you can click to easily open a claim. They will handle it all for you.
If you opted out of shipping protection then TH3D Studio LLC is not responsible for lost, stolen, or damaged packages. If you do not want to risk a package getting lost, stolen, or damaged then do not disable the shipping protection.
Orders placed on or before 7/16/2020:
If your order is not 60 days since shipped
If it has not been 60 days since the order was shipped then more time has to be allowed to pass before claims can be opened. Due to COVID19 all packages, especially international ones, are taking much longer than normal. We are not able to do anything but ask you to wait for your order to be delivered right now. Most international packages are seeing delivery times in the 30-60 day window. All the packages are insured for international orders and we can open claims on them within 6 months of shipment. I understand that this is not the best news but this is the reality right now because of the COVID19 situation shipping carriers worldwide are experiencing large delays.
If you have not received the package within 60 days of it being shipped AND there has not been a tracking update for 10 days please contact us and we can get a claim opened up for you. Once an order leaves here we have little to no control over making it move faster or slower. Thank you for your patience and we hope you are staying safe.
If your order has been 60 days and has no tracking updates for 10 days
If you order has been in transit for 60 days and there have not been any tracking updates for 10 days then we can open a claim.
Please note that in the event that a claim is paid out and you later receive the package you will need to pay us back (as we will be required to pay insurance back) or send us the order back.
Someone from our orders team will be in touch with you soon. They are handling many claims right now so please allow 1-3 days for a reply and if you have anything else to add to the ticket to speed up the claim please send that in a reply so it is there when they get to your ticket.
Thank you for your patience and please let us know if the package does show up before the claim is processed.
What if you open a dispute or chargeback?
You are welcome to open a dispute or chargeback but we are de-prioritizing responding to these as doing this over a package delivery taking long due to a pandemic happening is what is referred to as a "dick move". What this means is we are intentionally focusing on our customers that are not being malicious over delivery times. Drawing out the dispute or chargeback as long as we can will allow more time for the package to show up and once it does then your dispute or chargeback will be rendered null and void.
We have no control over the state of the entire world and all we can do is communicate to you the delivery times we are seeing like above. Opening a dispute or chargeback will not get your order there any quicker. If we open an insurance claim and it pays out you are legally responsible for reimbursing TH3D or the insurance company (USPS, UPS, ShipSurance) if the package shows up.
These times we have stated on this page are based on actual order shipment times being seeing during the COVID19 outbreak. Even if we shipped another order it would still not arrive before the original one and you would have to pay for both orders.
If you do choose to open a dispute or chargeback we will immediately terminate all access to our website, support, warranty, forum, groups, store, and other TH3D services. There is no reason to open up a dispute or chargeback when we have clearly communicated these shipping delays that we have 0 control over. Meaning, if you do get your order but you've already caused issues for us by opening up a dispute or chargeback because you are being impatient and oblivious to what is happening in the world you will NOT be eligible for any included support and warranty services. You are permitted to return the order for a full refund, at your expense of return shipping, within 30 days of receiving the order AND everything has to be new and unused.