If your package is lost, damaged, or stolen, please file a claim below.

When An Issue occurs:

Suppose the package is lost, stolen, delivered to wrong address, damaged in transit, or never arrives. Our policy then may cover the item for a refund or replacement (depending on what Southern Aminos authorize).

If lost:

For example, for a domestic shipment, if no tracking update for 5 business days (after last update) or if 72 business hrs. past estimated delivery and no status update, etc., then it may be eligible for “lost” claim.

If stolen:

If status shows “Delivered” but you did not receive the package (and you provided correct address) then you may file a “stolen” claim — there are time limits (e.g., within 30 days for many cases) and often a minimum waiting period (e.g., 5 days after “Delivered” status) per policy. Any authorized re-shipments will include adult signature required for delivery.
Customers must file a theft report with:

The Carrier

  • FedEx: Lost/Misdelivered Package Claim

If damaged:

If the item arrives but is damaged in transit (packaging crushed, item clearly broken), you submit photos and claim under “damaged items” policy. Package Protection does not cover any damages caused during another country’s custom inspections.

What it may not cover / limitations:

  • If address entered was incorrect at checkout (your mistake) → may be excluded.

  • If delivery barrier / undeliverable address / “return to sender” scenario due to carrier logistics or recipient refusal. 

  • The shipment is delivered to an unsecured location, including but not limited to front doors, porches, apartment hallways, mailrooms, concierge desks, or other areas accessible to the public.

  • The recipient is not available to receive the package at the time of delivery, including but not limited to situations where the recipient is traveling, on vacation, away from the delivery address, or otherwise unable to take possession of the shipment.

  • The delivery is confirmed by the carrier as completed, including deliveries supported by tracking updates, delivery scans, GPS data, or photo confirmation.

  • The recipient authorizes, knowingly permits, or fails to prevent delivery to an unsecured location.

  • Items stuck in customs (depending on cause, may not be covered).

  • If item marked “pre-shipment” or “label created” but not yet in carrier custody → it’s not yet eligible as “lost”.

  • For “delivered” packages, if you file too early (before the allowable waiting period) or too late beyond maximum claim window → may be denied. 

  • Customer handling issues, i.e. breaking the seal on the vial. → will be denied. 
  • Storage related issues, i.e. too hot or too cold. → will be denied
  • ANY reconstitution issues are not covered. → will be denied
  • Once you use a product it is no longer eligible for replacement or refund.
This is required to help us find your order
Claims are only for Lost, Damage or Stolen Packages. Please describe your claim in detail, the more information you provide the quicker we can process your claim.
Claim Type
Name
Address