Lost, Stolen or Damaged Package
Although we always strive to provide a superior customer experience, mail couriers on occasion experience lost, stolen, and/or damaged packages
Unfortunately, we here at Kiya Tomlin do not have any additional visibility into the whereabouts of your order beyond the updates that you receive. All shipping questions or concerns need to be directed to the shipping company, typically USPS or UPS. The Kiya Tomlin team does not have access to any additional information beyond what you have received.We do offer the option to purchase Route Insurance at checkout. This service guarantees protection for your order against loss, theft or damage in transit and instant resolution. If you selected this option, simply click here initiate your claim.
If you choose not to insure your package with Route, we cannot be responsible for the couriers. Unfortunately we are unable to reimburse you for an uninsured package in the event that it is delayed, lost, stolen, or damaged. In this case, we'd recommend that you contact the courier directly as they are best positioned to remediate the issue.
Kindly note that if your package is not insured through Route and the tracking number indicates that your package is delivered, we consider the package delivered. Orders shipped via USPS will not include a signature requirement, and it is your responsibility to choose a secure delivery address. Respectfully, we are unable to offer any resolution on our side in this case. Please note that we cannot be held responsible for lost, stolen, or damaged uninsured shipments. The telephone number to contact the carrier is listed below:
U.S. Postal Service: 1-800-222-1811
UPS: 1-800-225-5345
In the event a package is undeliverable (ex: customer fails to pick up order after delivery attempt; or provides incorrect shipping address) and the purchase is returned to Kiya Tomlin, the customer has two options:
1. We can invoice you for the cost to reship the item back to you.
2. You can receive a refunded for the order, less the cost of the original shipping fee.