Damaged, Lost, or Stolen OrdersUpdated 8 minutes ago
If your order arrives damaged, is lost in transit, or is reported as stolen, we first recommend checking whether you purchased SavedBy shipping protection at checkout. When shipping protection is not added to an order, Gorilla Mind is generally unable to take responsibility for these types of issues once the package has left our warehouse and been handed over to the carrier.
That said, we still want to help. If you experience any of these issues, please reach out to our support team with your order details. Every case is reviewed individually, and we will do our best to assist you based on the circumstances and available information.
Purchased SavedBy and need to file a shipping issue? File here
What is SavedBy?
SavedBy is a shipping insurance company that covers packages that are lost, stolen, or damaged in transit. Adding SavedBy Package Protection to your order at checkout means that your order is protected against these events. In the unfortunate instance that you experience one of these inconveniences, you can report an issue with SavedBy and they will work with you to make sure you get the resolution you prefer.
What are SavedBy's Policies?
What if I purchased SavedBy Shipping Protection on accident?
Unfortunately, SavedBy is non-refundable and we are unable to remove it from orders that have already been placed.
What if my order never arrives or is stolen?
When you add SavedBy, you can easily file an issue for a lost, stolen, or damaged package. When you file an issue, it will be reviewed for approval for a reorder, store credit, or refund within 1-2 business days. Note: Orders that are marked through their tracking information as “delivered”, but that are not received by the customer, may be required to wait 7 days after the delivery date to make a claim, but must file the claim within a 16 day period of the delivery date for the claim to be valid. Orders over $600 require a police report.
What if my order is damaged?
SavedBy offers protection for orders that contain damaged products. If your order has defects or you suspect it was damaged during manufacturing, please reach out to us at [email protected] and we will be happy to work with you to remedy the situation.
What if my order is stuck in transit?
For US domestic orders, a package is considered lost if it hasn't been marked as "delivered" and there's been no status update for over 7 days. In some cases, SavedBy might consider it lost in less than 7 days, but this is not guaranteed and is decided individually. If the tracking says "arriving late" or "delayed delivery," the package isn't considered lost until there’s been no update for more than 14 days. For international orders, a package is considered lost if there’s no "delivered" status and no update for over 15 days. Claims for lost packages must be filed within 60 days of the last tracking update for both domestic and international orders.
How do I file a shipping issue for my lost or stolen order?
If you insured your order with SavedBy at checkout, you will receive a confirmation email from them with a link to file a shipping issue.
After entering your email and order number, select the options that align with the issue you're having with your package.
What are SavedBy's terms and conditions?
SavedBy's terms and conditions are listed here: https://savedby.io/tos