Submit a claim for a package that arrived damaged, never arrived, was missing items, or had a product condition issue. Kimera will review your submission and file the claim with the carrier and our shipping insurer on your behalf.
All claims must be submitted within 90 days of the ship date. Missing items and product condition issues must be reported within 7 calendar days of delivery, and may also be sent by email to help@kimerachems.co; damage must be reported within 90 days of delivery. A package with no delivery scan is not considered lost until 20 calendar days after carrier pickup — before then, contacting the carrier directly is usually the fastest route, and no claim can be filed with the insurer until that window has passed.
If your package arrived with visible damage to the outer box, open it immediately and photograph the contents. Coverage does not apply to externally damaged packages that are left unopened. Please retain the items, all original packaging, and the shipping label until your claim is resolved — the carrier or insurer may request inspection.
Nothing wrong with the order, but you no longer want it? That’s a return, not a claim — use the Return Request form instead (within 7 days of delivery, unopened products only, issued as store credit).
Full details are in our Shipping, Returns & Dispute Policy.
