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I have not received my items after 6 weeks

We will do all we can to make sure your items are delivered. If you have not received your items after the time specified below, appropriate actions will be taken depending on the shipping method you chose. 

Standard International Shipping

By choosing our Standard International Shipping method, you agree to wait up to 40 days for delivery. Don't worry, most items are delivered MUCH sooner. View our estimated delivery times here for more information.

If after 40 days, you still have not received your item, we may consider the item as lost and we may start the claims process for you. The claims process is as follows:

  1. Package is considered lost and we file a claim with the carrier. They will investigate the claim and try to locate the package. This can take about 2 days.
  2. We will offer you the option to re-ship the order if possible. Re-shipped orders are treated as new orders. Estimated Delivery times apply.
  3. If the order cannot be re-shipped or if you prefer not to re-ship, we can cancel the order. You may receive a link to our insurance provider's claim form to confirm that your item is lost.
  4. Pomade Club will refund you after the claim form is completed. If you placed a larger order, we may require a few extra days for processing.
  5. You agree to contact us if you end up receiving the lost order.

Please note that if your order is re-shipped or lost and you receive a refund, we may have to limit, pre-approve, or deny your future orders on our website. For more info, read down below.

Priority Mail International Shipping

By choosing our Priority Mail International Shipping method, you agree to wait up to 14 days for delivery. Don't worry, most items are delivered sooner. View our estimated delivery times here for more information.

If after 14 days, you still have not received your item, we will consider the item as lost and we will start the claims process for you. The claims process is as follows:

  1. Package is considered lost and we file a claim with the carrier. They will investigate the claim and try to locate the package. This can take about 2 days.
  2. We will offer you the option to re-ship the order if possible. Re-shipped orders are treated as new orders. Estimated Delivery times apply.
  3. If the order cannot be re-shipped or if you prefer not to re-ship, we can cancel the order. You may receive a link to our insurance provider's claim form to confirm that your item is lost.
  4. Pomade Club will refund you after the claim form is completed. If you placed a larger order, we may require a few extra days for processing.
  5. You agree to contact us if you end up receiving the lost order.

Please note that if your order is re-shipped or lost and you receive a refund, we may have to limit, pre-approve, or deny your future orders on our website. For more info, read down below.

Placing a new order after a lost package

Depending on your order history and in an effort to avoid further lost packages, we may have to limit, pre-approve, or deny your future orders on our website. We may not accept a new order from you until some time has passed (up to 30 days). Usually, packages turn up during this time; whether they finally get delivered to you or it gets returned back to us for whatever reason. If you receive your item after we refunded you, please contact us. It helps us continue to offer free and discounted shipping rates.

If you must place a new order during this time, we require you to pay a small shipping insurance fee to help prevent further loss, but more importantly, be able to reimburse you if it happens again. We can refund the insurance fee in the form of store credit once you confirm that you have received your order.

Alternatively, you may avoid paying the insurance fee if you send your order payment as a gift. Please note that we will ship your item to you at your own risk. In the unlikely event that your package gets lost again, we will not be responsible, we cannot give you a refund, and you may not file a claim with your payment processor. This method is recommended for smaller orders or if you have placed orders with us before.

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