Shipping Claims

At Gnara we hope all our orders are delivered seamlessly and without issue but we understand that unforeseen circumstances may occasionally arise during transit. Please read the following information for next steps on filing a shipping claim.

Eligibility for Shipping Claims

Shipping claims are only applicable to orders that have opted into shipping insurance during checkout. Gnara's shipping protection covers the replacement of the shipped item(s) if it is lost, stolen or damaged in transit. Please note that Gnara's shipping protection does not extend to refunds. If your order is covered under shipping insurance, please follow the instructions below to file a claim.

If an order is not covered under shipping protection, we are not liable it is lost or stolen. 

Filing a Shipping Claim

  1. Please wait at least 3 business days for your package to arrive after it has been marked delivered. If your package does not arrive within this time frame, customers with shipping protection have 14 days from the delivery date to file a claimGnara reserves the right to deny any claims submitted after this widow has expired.

    • Occasionally, carriers may mark packages as delivered before they actually arrive or may deliver them to a neighbor.
    • Please note we will not be able to process your claim until the 3 days have passed.
    • If your package does not turn up after 3 days, please proceed below. 
  2. File a claim:

    • Use this link to file your claim.
    • Attach any relevant supporting documentation, such as your shipping confirmation, photos or any other evidence that may assist in the claim process.
    • All shipping claims must be submitted within 14 days of the delivery date
  3. Await Confirmation:

    • Our team will review your claim and respond within 2 business days to confirm its status.

Frequently Asked Questions

Can I file a claim without shipping insurance? 

  • Unfortunately we are not able to process claims on orders that have opted out of shipping insurance. We recommend reaching out to your shipping carrier for the latest info on your shipment.

What is the time frame for filing a shipping claim?

  • All claims must be requested within 14 days of receiving your order.

Does Gnara's shipping insurance cover replacement or refunds?

  • Gnara's shipping protection covers the replacement of the shipped item. Gnara's shipping protection does not extend to refunds.

More Questions?

If you have any additional questions or require assistance regarding your claim, please feel free to reach out to our team at