I didn’t purchase Extend Shipping Protection. What should I do if my package is lost, stolen or damaged?Updated 17 days ago

We can directly assist when your order has Extend Shipping Protection or when there’s a carrier or fulfillment issue. Here’s how it works:

If you purchased Extend:
Please file a claim through the Extend portal here. Extend covers loss, theft, and damage. Our team can’t replace these orders manually while a claim is available.

If you did not purchase Extend:

• Lost in transit (never delivered / tracking stalled):
  Tell us and we’ll investigate with the carrier and help track that bidet down! Patience is key here, but if it's stalled for a while we usually can help.

• Damaged on arrival:
  Tell us (photos help). We’ll review and make it right.

• Delivered to the wrong address (carrier/warehouse error) or a TUSHY fulfillment mistake:
  Tell us. We'll have your back in the face of these issues that you had no control over. 

• Marked “Delivered” to the correct address but you can’t find it (possible theft):
  Such a bummer when this happens! Ugh! If the tracking shows delivered to the correct address, that means we—and the carrier—made a good-faith effort to get your order to you. Because events after delivery are outside our control, orders without Extend Shipping Protection aren’t eligible for replacement or refund. For future peace of mind, we recommend adding Extend at checkout for theft coverage.

Need help? Submit a request and include all the requested details, including your order number, and photos so we can move fast.