Lost or Damaged Packages

Lost Packages

If your tracking shows the package has not been delivered and it has been significantly longer than the estimated delivery time:

• Wait at least 3 business days after the expected delivery date — packages are sometimes delayed.
• Check with neighbors or your building manager (if applicable) to see if the package was left somewhere else.
• Contact the seller through the messaging system and let them know the situation.
• The seller can file a claim with the shipping carrier.
• If the seller is unresponsive or the issue is not resolved, contact Wax Trader support.

Damaged Packages

If your package arrives damaged:

• Take photos of the damage immediately — both the outer packaging and the item itself.
• Do not throw away the packaging — it may be needed for a carrier claim.
• Contact the seller through the messaging system with photos and a description of the damage.
• The seller will work with you on a resolution (refund, partial refund, or replacement).
• The seller should file a claim with the shipping carrier if applicable.

Resolution

For confirmed lost or damaged packages, you are eligible for a full refund or replacement under our Buyer Protection Guarantee. The seller is responsible for ensuring items arrive safely. If the seller does not resolve the issue, escalate to Wax Trader support.

Prevention Tips for Sellers

To minimize lost and damaged package issues:

• Always use tracking and keep proof of shipment.
• Insure high-value packages.
• Package items securely with adequate protection.
• Use "signature required" delivery for items over $200.