Package Protection PolicyUpdated 17 days ago
Package Protection Policy (Redo)
1. Coverage Overview
Package Protection through Redo covers a one-time loss or a one-time exchange only.
Any subsequent exchanges or claims must be processed manually by the customer, and all associated fees will be the customer’s responsibility.
2. How to Submit a Claim
For all Redo Protected orders, if your order is damaged or lost while in transit, please submit a claim through the Redo website at:
🔗 https://www.lashboxla.com/apps/redo/returns-portal
Redo will handle your inquiry and communicate with you directly via email for more details. Either Redo or our customer service team may request additional information to support your claim and will provide deadlines for submitting that information in order to proceed.
3. How to Check if You Have Redo Protection
To confirm whether Redo Protection was added to your order, you can:
Log in to your account
Check your email confirmation (Redo Protection will appear as an item in your cart)
Redo Tracking & Insurance Details
Lost (Stuck in Transit)
Domestic Orders: Claims may be approved no earlier than 5 days and no later than 30 days from the last tracking update.
International Orders: Claims may be approved no earlier than 20 days and no later than 30 days from the last tracking update.
Customers may report an issue earlier but will be asked to wait until the above timelines are met.
Damaged Items
Claims may be approved with photo evidence of the damaged item and packaging.
Reports must be submitted no later than 15 days from the delivery date.
If a claim falls within the appropriate timeframe, resolution is typically completed within 24 hours.
Stolen Orders / Address Issues
Package protection does not cover theft after delivery. Once a package is delivered to the address provided at checkout, it is considered received.
Package protection also does not cover situations where the order was successfully delivered to the address listed on the order and shown on the shipping label. For this reason, it is important to double-check that the shipping address is correct prior to fulfillment.
If a customer wishes to change the shipping address, they must notify us before the order ships. Once the order has been delivered, any requests to redirect or reship due to an incorrect address are not covered by package protection.