Order Damaged in Transit

My Package was Damaged - What do I do?

What do I do if my package was damaged in transit?

As much as we try to lovingly package your new beloved products safely, things happen when they are released into the real world. If your package was damaged in transit, here's what to do next:

1. Check to see if the products inside were also damaged.

Sometimes, even when the package looks really rough, the products inside may magically have made it to you safe and sound. If the products are undamaged, then you're good to go! Carriers won't cover any damages to just the packaging itself.

2. If the items inside are damaged, let us know ASAP.

We must know about the damage ASAP in order to assist in filing a claim. After three months, the carrier may not honor the claim. As soon as you run into an issue, make sure to let our team know!

3. Send pictures of the damaged packaging and products.

Most carriers require proof of damage to help out with remedying damaged orders. We'll need photos of the damaged box and products and details on how many items were damaged. The more the merrier. Text the photos (562) 453-3846 or email them to help@sustainbeauty.co.

4. Our team will file a claim for you.

If you purchased Route Shipping Insurance, we'll will file the claim on your behalf and reship your products right away. If you did not purchase Route, we will file your claim with the carrier.
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**Note: Route insurance covers almost all claims made, and is the easiest way to ensure that we can take care of any issues that you might run into in transit.

To put this whole ugly mess behind you, we will handle the chaos with UPS, Fedex, and USPS.


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