When should I file a missing package claim?

Refund Policy

Sorry to hear the Postal Service has delayed your package or even worse, lost it!

• Insured Orders: please contact us to file a claim if your order was shipped 30 days ago or more
• Uninsured Orders: please contact us to file a claim if your order was shipped 45 days ago or more
• All claims filed directly with Hells Headbangers will be resolved under the timeline below. Days late is based on the ship date shown in your tracking results.

• An HHR gift certificate will be issued for the full order total if your package is not delivered after an investigation is opened. See the table below for processing times. Sorry, no refunds.

• Any order with a PayPal claim or chargeback filed within 90 days of its' ship date automatically voids Hells Headbangers missing package recovery procedure and other shipping/payment policies. PayPal will handle all communication and the outcome of your case which generally takes longer and may not provide the best resolution. Please file all claims directly with Hells Headbangers.

We appreciate your patience and understanding while your claim is being investigated.

	UNINSURED ORDERS (default)	INSURED ORDERS ($3 hassle free upgrade)
0-29 days late	Please allow more time for the Postal Service to deliver your package.
30+ days late	Please allow more time for the Postal Service to deliver your package.	Please contact us to file a claim with the Postal Service.  If your package does not arrive within 21 days (U.S. orders) or 30 days (international orders) starting from your claim date, an HHR gift certificate will be issued for the full order total to redeem with our shopping cart at your earliest convenience. Sorry, no refunds. For example, an international order with a missing package claim filed on May 15th will receive an HHR gift certificate on June 14th if no package is delivered.
45+ days late	Please contact us to file a claim with the Postal Service.  If your package does not arrive within 14 days (U.S. orders) or 35 days (international orders) starting from your claim date, an HHR gift certificate will be issued for the full order total to redeem with our shopping cart at your earliest convenience. Sorry, no refunds. For example, an international order with a missing package claim filed on May 15th will receive an HHR gift certificate on June 19th if no package is delivered.
90+ days late	Please open a claim directly with PayPal or file a chargeback with your credit card company 180 days from your order date. Sorry, the Postal Service and HHR cannot investigate orders shipped 90 days or more.	An HHR gift certificate will be issued for the full order total 7 days after the buyers request. Sorry, PayPal/credit card refunds are not an option.
180+ days late	The maximum time to file a claim has expired. Hells Headbangers, PayPal, Visa, MasterCard, American Express, etc are no longer liable for your package as per standard eCommerce practice.