For non-custom orders: Eargasm takes the utmost care in safely and accurately packing our products from our warehouse in Los Angeles, CA. Despite our best efforts, after packages leave our warehouse, occasionally they will be lost, stolen, damaged, or go missing while in transit to our customers. To address this issue, we offer our own shipping coverage on every package shipped at no additional cost!If the item is marked as "delivered," but the customer does not receive the item, we must be contacted at most ten (10) days after the day the package is marked as "delivered" via tracking to be eligible for coverage. The customer agrees that any reshipments will be sent to the same address, and will include signature confirmation to ensure delivery. If a package is not marked as delivered, but is significantly delayed in delivery or is lost in transit, we will also open an investigation with the carrier. You must notify us via email at info@eargasm.com no earlier than 30 days and no later than 75 days after the shipping date of any lost or delayed package. Any request submitted for a refund or replacement earlier than 30 days after shipping, or 75 days after the shipping date will be denied. Investigations by carriers may take 2-4 weeks to complete and we appreciate your patience while we work with the carrier to investigate. If the carrier ultimately determines the package has been lost, we will offer a full refund or replacement at no additional charge. Order with the confidence that if any of the above scenarios occur with the delivery of your package, it will be covered*! For custom orders: Eargasm sends out all headphones and custom earplugs either via USPS, UPS, FedEx, or DHL with signature confirmation. We encourage our customers to closely monitor tracking information once they receive it in order to make sure your package arrives safely. If a package is marked as delivered according to tracking information, but you have not received it, it is your obligation to notify us within 5 calendar days of the delivery confirmation date via email at info@eargasm.com. Any request submitted after this time frame will be denied and be considered as fulfilled.Once you notify us, we will open an investigation request with the carrier to determine if the package was actually delivered or not. Investigations by carriers may take 2-4 weeks to complete and we appreciate your patience while we work with the carrier to investigate. If a package is considered delivered by the carrier after an investigation, we can offer a replacement item for 50% of the purchase price of the shipment. If a package is considered lost in transit/stolen by the carrier, we will offer a refund or replacement at no additional charge.If a package is not marked as delivered but is significantly delayed in delivery or is lost in transit, we will also open an investigation with the carrier. You must notify us via email at info@eargasm.com no earlier than 30 days and no later than 75 days after the shipping date of any lost or delayed package. Any request submitted for a refund or replacement earlier than 30 days after shipping, or 75 days after the shipping date will be denied. Investigations by carriers may take 2-4 weeks to complete and we appreciate your patience while we work with the carrier to investigate. If the carrier ultimately determines the package has been lost, we will offer a full refund or replacement at no additional charge*. *If an order is returned to our facility due to an invalid address, or is delivered to the wrong location due to an incorrect address submitted at the time the order is placed, a reshipping fee (the fee will be dependent upon the weight and destination of the package) will apply to modify the address and reship it out to the correct address. We reserve the right to place signature confirmation on all reshipments to ensure it safely arrive at their final destination. Alternatively, the customer also may receive a refund after our fulfillment costs are deducted. The policy above also applies to orders which are returned to our location due to failure by the customer to pick up a package placed on hold by the shipping carrier.