Damaged, Lost & Stolen Packages

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Damaged / Lost / Stolen Package Policy

Effective Date: March 9th, 2026 Last Updated: July 2nd, 2026

This Damaged/Lost/Stolen Package Policy explains how Sylk Dynasty (“we,” “us,” “our”) handles shipping issues for orders placed on sylkdynasty.com, including packages that are damaged in transit, delayed, lost, or marked as delivered but not received.

This policy works alongside our Shipping Policy, Refunds & Returns Policy, and Chargeback & Dispute Policy.

1) Contact Us ASAP

If there is any issue with delivery, contact contact/support form as soon as possible. Some carrier claims require quick reporting.

2) Delivery Address Responsibility

Customers are responsible for providing a complete and accurate shipping address at checkout.

If a package is delayed, returned, or misdelivered due to an incorrect/incomplete address provided by the customer, we may not be able to replace the order without additional shipping fees.

3) Damaged in Transit (15-Day Deadline)

If your package arrives damaged, you must contact us within 15 days of delivery with:

  • order number
  • photos of the outer packaging (all sides)
  • photos of the shipping label
  • photos/video of the damaged product(s)
  • a brief description of the damage

We may require the item(s) to be returned for inspection before issuing a remedy. Confirmed transit damage is handled as a non-customer issue.

Remedy (if approved): We will cover return shipping (if required), replacement shipping, and the replacement item, subject to availability.

4) Marked “Delivered” but Not Received

If tracking shows “delivered,” but you did not receive the package, contact us as soon as possible. We may ask you to:

  • Confirm the shipping address
  • Check with household members/neighbors/building staff
  • Check around the delivery location
  • File a carrier investigation request
  • Provide a police report number or written statement in cases of suspected theft (where appropriate)

If the carrier confirms misdelivery or loss, we will work with you on a remedy, subject to claim approval.

Important: Theft after confirmed delivery may not be covered. We will assist with the process, but outcomes depend on carrier investigation results.

5) Lost Packages (In Transit)

A package may be considered “lost” if the carrier tracking shows no movement for a prolonged period or the carrier confirms loss.

If a package is determined lost by the carrier, we will work with you to provide a remedy, subject to investigation results and stock availability.

6) Carrier Delays

Carrier delays can occur due to weather, customs, peak volume, or operational issues. Delivery estimates are not guarantees. If your package is delayed, we can help you review tracking and, when eligible, initiate a carrier inquiry.

7) Signature on Delivery ($200+ Pre-Tax/Shipping)

To reduce theft and misdelivery risk, we require a signature on delivery for orders with a merchandise subtotal of $200 or more (before taxes and shipping).

If a signature on delivery is required:

  • The carrier may attempt delivery and require a recipient signature, and
  • If no one is available, the carrier may hold the package for pickup or attempt redelivery according to their procedures.

If a customer requests that signature requirements be removed (where possible) or provides special delivery instructions that waive signature/secure delivery, the customer assumes the increased risk of loss or theft after delivery.

8) Claim Approval and Stock Availability

Remedies may include replacement, store credit, or a refund, depending on:

  • carrier claim outcome
  • evidence provided
  • product availability
  • timing and operational feasibility

If a replacement is unavailable, we may offer store credit or a refund at our discretion, subject to applicable law.

9) Fraud Prevention

We may deny claims if we reasonably believe:

  • The claim is fraudulent or inconsistent with tracking/evidence
  • Repeated claims indicate abuse
  • The required documentation is not provided

We may restrict accounts for abuse where permitted by law.

10) Chargebacks

Filing a chargeback without contacting us first may limit our ability to help quickly. We reserve the right to submit documentation and policy evidence to the payment provider during disputes.

11) Contact

For delivery issues: contact/support form