Lost, Missing & Damaged Packages Policy
Effective date: August 25, 2026
T.O.F.N.O. takes reasonable care when preparing and shipping every order. This policy explains what to do when a shipment is lost, missing, damaged, incomplete, or marked as delivered but cannot be located.
Nothing in this policy limits consumer rights that cannot lawfully be waived.
Reporting a shipping problem
Contact hello@tofnowear.com as soon as reasonably possible if:
- Tracking has stopped updating;
- A package has not arrived by the expected delivery date;
- Tracking shows “delivered,” but the package cannot be located;
- The shipping box or mailer arrived visibly damaged;
- Merchandise inside the package is damaged;
- Part of an order is missing; or
- The package contains the wrong item.
Include:
- Your name;
- Order number;
- Shipping address;
- Tracking number;
- A description of the problem; and
- Relevant photographs when damage, missing contents, or incorrect merchandise is involved.
We may request additional information reasonably needed to investigate the shipment.
Packages delayed in transit
Carrier delivery dates are estimates unless a shipping service was expressly identified as guaranteed.
A package is not necessarily lost because tracking is delayed or temporarily stops updating. Weather, transportation disruptions, customs processing, high shipping volume, and carrier scanning delays may affect tracking and delivery.
Contact us if tracking has not updated for 7 business days or the package is materially overdue. We will review the shipment and may open an inquiry with the carrier.
Packages marked “delivered”
If tracking shows that a package was delivered but it cannot be located:
- Confirm that the shipping address on the order is correct;
- Check entrances, porches, garages, side doors, mailrooms, parcel lockers, and other secure delivery locations;
- Ask household members, neighbors, building staff, reception personnel, or property management;
- Look for a carrier delivery photograph or notice;
- Contact the local carrier facility when appropriate; and
- Allow up to 2 business days, as some packages are marked delivered shortly before they physically arrive.
If the package remains missing, contact hello@tofnowear.com promptly.
We will review the tracking information and circumstances and may ask the carrier to investigate. A “delivered” scan will be considered as part of the review, but it does not automatically eliminate any remedy required by applicable law.
Packages lost before delivery
When a package is lost before confirmed delivery, T.O.F.N.O. will work with the carrier to investigate.
If the carrier confirms the loss—or the available evidence reasonably establishes that the order was not delivered—we will provide an appropriate remedy, which may include:
- Reshipping the merchandise, subject to availability;
- Replacing the affected item;
- Refunding the affected item and eligible shipping charges; or
- Another remedy required by applicable law.
Customers will not be required to accept store credit when the law requires a refund.
Damaged packages or merchandise
Inspect the shipment promptly after delivery.
Report visible package damage, damaged merchandise, or missing contents to hello@tofnowear.com within 7 calendar days after delivery whenever possible.
Include clear photographs of:
- The outer shipping container;
- The shipping label;
- Any crushed, torn, opened, wet, or otherwise damaged area;
- The internal packaging;
- Each damaged item; and
- All contents received.
Do not discard, repair, wash, wear, alter, or return the merchandise or packaging until we provide instructions.
Carriers may require the recipient to retain the original container, packing materials, damaged items, and remaining contents for inspection. Discarding this material may affect the carrier’s claim, although it will not remove consumer rights that cannot legally be waived.
Missing contents
If a package arrives with an item missing:
- Check the packing slip or shipment-confirmation email to determine whether the order was divided into multiple shipments;
- Review all packaging carefully;
- Photograph the package, shipping label, internal packaging, and items received; and
- Contact us within 7 calendar days after delivery whenever possible.
We will compare the report with fulfillment and shipment records. If the item was omitted or lost during shipment, we will provide an appropriate replacement or refund.
Incorrect items
If you receive an item, size, or color different from your order confirmation, contact us within 7 calendar days after delivery whenever possible.
Keep the incorrect item unworn, unwashed, unaltered, and with its original tags and packaging.
After confirming the error, T.O.F.N.O. will provide return instructions and cover reasonable return and replacement shipping costs. Do not independently purchase expedited return shipping unless we approve it in advance.
Carrier claims
T.O.F.N.O. may file a loss or damage claim with the shipping carrier or ask the customer to provide information needed for the claim.
The customer may be asked to:
- Confirm in writing that the package was not received;
- Provide photographs or other evidence;
- Make packaging available for carrier inspection;
- Complete a carrier declaration; or
- Cooperate with a reasonable loss-prevention investigation.
Providing false information may result in denial of the claim and other remedies permitted by law.
Any carrier reimbursement is a matter between T.O.F.N.O. and the carrier and does not reduce a customer remedy independently required by consumer law.
Replacement shipments
Replacement merchandise is subject to availability.
A replacement will ordinarily be shipped to the address associated with the original order unless we approve another address. We may require signature confirmation or another secure delivery method for a replacement shipment.
If replacement merchandise is unavailable, we may issue a refund rather than delay the resolution indefinitely.
Incorrect or incomplete addresses
Customers are responsible for providing a complete and accurate delivery address at checkout.
Contact hello@tofnowear.com immediately if an address correction is needed. We cannot guarantee changes after an order begins processing or shipment.
If a package is lost, returned, or misdelivered because the customer supplied an incorrect or incomplete address, additional shipping charges may apply and original shipping charges may be nonrefundable where permitted by law.
This provision does not apply when T.O.F.N.O. or the carrier caused the addressing error.
Delivery instructions and redirected packages
T.O.F.N.O. is not responsible, except where required by law, for loss or damage resulting from delivery instructions, address changes, vacation holds, forwarding requests, redirects, or alternative delivery arrangements submitted directly by the customer to the carrier after shipment.
Customers should use secure delivery instructions and avoid requesting delivery to an unattended or unsafe location.
Package theft
If tracking and other evidence indicate that a package was correctly delivered and was subsequently stolen, contact us promptly.
We will review the circumstances and may assist with available carrier documentation. We may recommend filing a report with the carrier, property manager, local law enforcement, or another appropriate authority.
Remedies for post-delivery theft are evaluated individually and remain subject to applicable law. T.O.F.N.O. does not guarantee automatic replacement or reimbursement when credible evidence shows that an order was correctly delivered and later stolen.
International shipments
International shipments may experience customs and local-carrier delays. A package is not considered lost solely because it is awaiting customs clearance.
Customers are responsible for responding to lawful customs or carrier requests and paying applicable import charges unless checkout states that those charges are included.
T.O.F.N.O. will remain responsible for loss or damage before delivery to the extent required by the laws applicable to the transaction.
For EU customers, unless the customer independently arranged a carrier not offered by T.O.F.N.O., responsibility for the goods generally remains with the seller until the customer or a designated recipient obtains physical possession.
Fraud prevention
We may review patterns of repeated loss, conflicting delivery information, altered evidence, or other indicators of return or delivery fraud.
This may include verifying tracking, delivery photographs, package weight, fulfillment records, device or transaction information lawfully available to us, and prior claims.
We may deny fraudulent claims, restrict future orders, or pursue other lawful remedies. Legitimate claims and non-waivable consumer rights will not be denied solely because a previous shipping problem occurred.
Resolution timing
We aim to acknowledge a lost or damaged package report within 3 business days.
Carrier investigations may take additional time. We will provide updates when material information becomes available and will not require a customer to wait longer than reasonably necessary or longer than applicable law permits.
Contact us
Lost, missing, damaged, incomplete, or incorrect shipment reports may be sent to:
T.O.F.N.O.
Website: tofnowear.com
Email: hello@tofnowear.com