Lost, damaged, or the wrong item
What you get back when an order goes wrong.
The rules, up front
Merchants ask this before they commit, not after, so here it is without the preamble.
| What happened | What you get |
|---|---|
| We shipped the wrong item | Refund for that item, plus the correct one reshipped at no extra shipping cost |
| The parcel arrived damaged | Replacement sent. No return needed |
| Stock we hold was damaged by us | Full item value |
| Stock we hold was lost | Full item value |
| Your factory sent it to us damaged | Flagged to you with photographs on arrival, so you can take it up with them |
These are cash-value remedies against your account, not a discount on future orders.
Report it
Message support with:
- The Peregrine order number, beginning PS
- What is wrong, in a sentence
- Photos, if there is anything to photograph
- What your customer needs, replacement or refund
Photos matter more than description on anything damaged or incorrect. One clear photo settles in a minute what an email thread takes three days to establish.
Damaged in transit
Send a photo of the item and, where you can, the outer packaging. The outer box tells us whether it was handling or packing, which is how the problem stops repeating.
A replacement goes out. Your customer does not need to send anything back. Returning a damaged low-value item across a border costs more than the item, so we do not ask for it.
If damage keeps happening on one product, tell us rather than absorbing it. A fragile item usually needs a different pack spec, and that is a fixable problem, not a cost of doing business.
Wrong item or wrong variant
You get a refund for the item plus the correct one reshipped, and you do not pay shipping twice.
Send the order number and a photo of what arrived. The photo is what lets us find where the pick went wrong.
Not delivered
Start by reading the tracking, because most "missing" parcels are moving.
Normal: a gap of a few days between scans, particularly during a border crossing. Tracking that has not updated for two days is not a lost parcel.
Worth reporting: no movement for an extended period, tracking showing delivered when your customer says otherwise, or a parcel returned to sender.
Send us the order number and what the tracking shows. See Tracking has not updated.
Stock we hold for you
If you hold stock in the warehouse, it is checked and photographed on arrival, counted against your inbound, and tracked at variant level.
- Damaged by us: full item value.
- Lost: full item value. The system is built to prevent it, and if it happens it is covered.
- Arrived damaged from your supplier: flagged to you with photographs when it lands, not discovered three weeks later by a customer. You take it up with your factory, with evidence.
- Short count: we record what actually arrived and tell you the difference.
What to tell your customer
Do not wait for the resolution before replying to them. Tell them now that it is being sorted, and give them a time you will come back.
For a damaged or wrong item, you can send the replacement message immediately. The remedy is standing policy, so you are not waiting on a decision. Answer your customer first and sort the paperwork with us second.
Returns
Worth being direct, because merchants often assume otherwise.
Handling customer returns is your responsibility, not ours. What is covered above are our errors: wrong item, damage, loss. A customer who has changed their mind is a different situation, and returning goods to China is rarely economic on a low-value item.
Before you publish a returns policy on your store, decide what you can actually honour. A policy you cannot execute is worse than a narrower one you can.
Frequently asked
Cash or store credit? Value against your account. Not a discount on future orders.
Do I need the customer to send it back? No, not for damage or a wrong item.
How long does it take? Report it with photos and it moves quickly. Photos are the part that decides whether it takes minutes or days.
Something is wrong with every unit of one product. Tell us straight away rather than reporting them one at a time. That is a batch problem and it needs stopping at the warehouse.
Does a damaged order count against me? No.
Still need help?
Real humans on every reply. Average response under 2 hours during business hours.