Shipping | Damaged, lost, or incomplete shipment

This article covers what to do in the unfortunate event your order arrives with damaged or missing items, if it is not delivered, or if you receive an order intended for someone else.  Please review the information below before filing a claim.

Topics covered in this article:

• Types of claims
• When to file a claim
• How to file a claim
• More resources

Types of claims

Orders that were not delivered

Please check all possible drop-off locations, including the side or back door, front office, or with your neighbors.
Please check your email for additional tracking information before getting in touch.

Orders that arrive damaged

We inspect every order before shipping.  If an order arrives re-taped, crushed, or damaged, or orders that arrive with missing items due to damage during transportation, please file a claim.

Orders addressed for someone else

If your order contains items intended for another person, please Get in Touch as soon as possible for a resolution.

When to file a claim

Customers must file a claim:

• within five business days of expected order delivery
• or 72-hours after the tracking number shows delivered

Processing takes 7-10 business days.  Higher than average order volume and the selected shipping method increase this time.  Please note USPS requires additional time to investigate.

We will issue a replacement order, and send you a confirmation email if your claim is approved.  

How to file a claim

File a claim with an agent

Please visit https://www.pyramydair.com/contact-us to connect with a representative.

Self-service

Submit Claim

Enter your order details into the required fields.

Additional resources