Order Protection Claim
Order Protection Guarantee
Shop With Confidence - Every orocuff Order is Fully Protected
What's Covered Under Our Protection Plan
If your package doesn't arrive within the promised delivery window, we'll ship a replacement immediately or issue a full refund.
- Tracking shows no movement for 7+ days
- Failed delivery attempts
- Carrier confirmation of loss
Receive your order damaged? We'll send a replacement at no cost once we verify the damage.
- Broken clasps or hardware
- Leather cuts or tears
- Missing components
Received the wrong bracelet or incorrect customization? We'll arrange return shipping and send the correct item.
- Incorrect size received
- Wrong design/symbol
- Missing customization
Quality Issues
Discover manufacturing defects after receiving your order? We stand behind our craftsmanship.
- Faulty stitching
- Metal tarnishing within 30 days
- Leather quality concerns
Protection Timeline & Coverage
Full Coverage Period
Complete protection for all issues including damage, wrong items, and quality concerns
- Free return shipping
- Immediate replacement
- Full refund option
Manufacturing Defects
Coverage for craftsmanship and material defects only
- Stitching failures
- Hardware malfunctions
- Material defects
Limited Protection
Resolution for significant quality issues at our discretion
- Case-by-case review
- Repair or replacement
- Partial credit options
How to File a Protection Claim
Gather Required Information
Before starting your claim, have these ready:
Submit Claim Form
Use our secure online form to document your issue
📝 Online Form
Complete our detailed claim form with evidence upload
Processing: 24-48 hours💬 Live Chat
Immediate assistance for urgent issues
Available: 9AM-6PM ESTSend detailed description with attachments
Response: Within 24 hoursClaim Review & Verification
Our protection team will:
- Verify order and issue details
- Review submitted evidence
- Check coverage eligibility
- Contact carrier if needed (for shipping issues)
Resolution & Outcome
Based on claim approval, you'll receive:
Evidence Requirements for Claims
📸 Damage Claims
- Clear photos of damaged area from multiple angles
- Close-up showing specific defect
- Packaging damage (if applicable)
- Video demonstrating the issue
📦 Non-Delivery Claims
- Screenshot of tracking information
- Proof of address confirmation
- Carrier investigation results
- Timeline of delivery attempts
🔄 Wrong Item Claims
- Photo of received item next to packaging label
- Comparison with ordered item description
- Clear shot of incorrect size/design
- All components shown together
What's Not Covered
👎 Normal Wear & Tear
Natural leather aging, minor scratches from use, or patina development
💧 Water Damage
Damage from swimming, showering, or excessive moisture exposure
🔧 Alterations
Issues arising from customer modifications or improper resizing
⏰ Time Limitations
Claims filed after 90 days from delivery date
🎁 Gifted Items
Claims must be filed by original purchaser with order information
🌍 International Customs
Customs fees, duties, or international shipping delays
Need Immediate Assistance?
Frequently Asked Questions
How long does claim processing take?
Most claims are processed within 2 business days. Urgent shipping issues are typically resolved within 24 hours.
Do I need to return the damaged item?
For most claims, yes - we use returns for quality control. We provide prepaid return labels for approved claims.
What if I refuse delivery?
Refused deliveries are treated as returns. Contact us within 24 hours to avoid restocking fees.
Can I upgrade my replacement shipping?
Yes, expedited shipping upgrades are available for $15. Contact us after claim approval.
What about international orders?
International protection follows the same guidelines, but return shipping may vary by country.
How do I check my claim status?
Use your claim reference number in our online tracker or contact our protection team directly.
Every order is backed by our comprehensive protection guarantee. Shop with confidence knowing we stand behind our craftsmanship and your satisfaction.