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Shipping Claim Request

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. Damaged, incorrect, or missing items should be reported within 7 calendar 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.

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.

Full details are in our Shipping, Returns & Dispute Policy.

Shipping Claim

Before you start: have your order number, tracking number, and any photos ready. Claims must be submitted within 90 days of the ship date.

Order details


What happened


A package isn’t considered lost until 20 calendar days after carrier pickup. If it’s been fewer than 20 days, contacting the carrier directly is usually the fastest route — they can often locate it. You’re welcome to file here as well and we’ll follow up.

Before we can file this claim, our shipping insurance requires that reasonable steps have been taken to locate the package. Please confirm each of the following.

Please note: a shipment signed for by anyone at the delivery address — including building staff or another occupant — is considered delivered under our shipping insurance.

Temperature-related loss is excluded from our shipping insurance, so a claim based on temperature alone can’t be filed with the insurer. If there is also physical damage to the product or its packaging, please continue and document that damage — we’ll review it. If you have a question about whether a product is still within spec, email help@kimerachems.co with your order and lot number.

If the outer box arrived visibly damaged, open it immediately and photograph the contents. Coverage does not apply to externally damaged packages that are left unopened.


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