When to Submit a Claim:
Claims must be submitted within 14 days of delivery for:
- Incomplete deliveries
- Instructions not followed
- Lost, stolen, or damaged products
All claims must be emailed to support@trexity.com.
Coverage & Reimbursement
- Coverage is up to $100 per label, plus delivery fees.
- Reimbursements are processed within 15–20 business days.
For items valued over $100, our Accounts Payable team is involved and will conduct a detailed investigation into the issue.
We review claims related to:
- Missing packages due to delivery instructions not being followed
- Misdeliveries to incorrect addresses
- Damaged products
All product types are eligible for claim review. If a claim is denied and you wish to have it reassessed, a member of our management team will conduct a secondary review.
Important Note:
Claims over $100 do not cover hot food, custom cakes, floral arrangements with uncontained water, or items that should have required a PIN but did not (e.g., alcohol, high-value items, vape products, prescriptions).
Refund structure:
- Delivery fees are refunded to your original payment method.
- Product reimbursements are issued as account credit for future deliveries.
Required Documentation
If your claim is approved, you must provide:
- The customer invoice and/or product invoice
- Any requested supporting documentation
Claims cannot be processed without proper documentation.