These terms are outlined in our Terms of Service. Please view the full Terms of Service here.
TH3D Shipping Insurance #
Opt-Out Shipping Insurance Fee – TH3D provides shipping insurance in cases of lost/stolen/damaged packages. This is an opt-out service available at checkout. This is the only form of shipping insurance we provide. If you opt-out of the shipping insurance at checkout, TH3D has no recourse and is not responsible for lost/stolen/damaged packages or carrier issues.
Order Replacements or Refunds – Orders with TH3D shipping insurance that are lost or damaged by the carrier will have the option for a refund (minus shipping charges and fees) or courtesy reshipment of the entire order at no cost to you. The default option is for TH3D to reship the order unless the customer specifies otherwise in direct correspondence to our team.
How to open a Claim – To open a claim use the Contact Us link on our website and fill out the form. Select Orders for the department and the appropriate request type.
Carrier Lost-In-Transit #
Deadlines – Order issues for packages presumed to be lost by the carrier (where the status is not “delivered”) must be filed no sooner than 7 days after the last tracking update for United States domestic shipments (20 days for international shipments, including Canada) and within 30 days from the last tracking update.
Estimated Delivery Date – Estimated delivery dates are provided by the carrier for informational purposes ONLY. Estimated delivery dates are NOT guarantees.
Order issue filed too soon – If the customer is filing an order issue the same day that the package was marked as delivered, at our discretion TH3D may ask you to wait 5 days. Carriers sometimes prematurely mark the package as delivered when it’s still in transit.
In these cases, there are steps you may wish to take during the waiting period. You may wish to contact nearby neighbors or housing complex management to see if the package was simply misdelivered and is recoverable. You may also wish to contact the carrier’s branch local to you.
Damaged Orders #
Deadlines – Order Issues for damaged orders must be filed within 7 days of the delivery date.
Terms – A damaged item is considered to be a broken product that is unusable, clearly fractured, shattered, bent (if not bendable), crushed, etc.
Cosmetic-Only Issues – TH3D does not cover purely cosmetic damage (scratches, dents, etc.). A product can be replaced ONLY if it is rendered unusable due to the damage incurred.
Claim Approval – All damaged items MUST be verified by TH3D support staff. TH3D requires proof of damage such as pictures and/or video. NO claims will be accepted without prior approval.
Out of stock – TH3D makes every effort to replace products whenever possible. However, occasionally we may run out of stock of an item.
TH3D can hold the customers replacement until the item is back in stock at the customer’s discretion. If a viable alternative is in stock, TH3D can work with the customer to provide those options on a case-by-case basis. Otherwise, TH3D can offer the customer a refund or store credit for the item that is out of stock. The customer can always use that refund/credit to order the item when it’s back in stock.
Stolen or Misdelivered Items #
Stolen or misdelivered packages with shipping insurance may be replaced ONCE under these terms at our discretion. If the replacement package is also stolen or missing, we will NOT offer further replacements. If your packages are routinely stolen or missing, you should contact your carrier and local police department to resolve those issues.
Carrier Insurance #
Non-Insured Packages that have carrier insurance (UPS and USPS Priority Mail) are able to have claims open by our support staff if you request it but claims can take 2 weeks or more to complete. USPS First Class for US and International packages have NO insurance at all on these orders, unless you leave the TH3D Supping Insurance ON. If a USPS First Class package is lost, stolen, or damage we will not replace the order unless you have shipping insurance on it.