FAQs for Full Coverage Customers
What is Redo?
Redo is a package protection solution that helps cover you in the event that your order gets lost, stolen, or damaged while in transit. We know how frustrating it is to have something happen to your order, so we’ve partnered with Redo to provide cost-free assurance that you’re supported, no matter what.
To file a shipping claim, click HERE.
When Should I File a Claim?
Marked As Delivered (Stolen)
- Claims will be reviewed no earlier than 7 calendar days and no later than 15 calendar days from when it was marked delivered
Stuck In Transit (Lost)
- For domestic orders, claims will be reviewed no earlier than 7 calendar days and no later than 30 calendar days from the last update. The maximum filing time is 30 days from the order date
- For international orders, claims will be reviewed no earlier than 20 calendar days and no later than 30 calendar days from the last update. The maximum filing time is 30 days from the order date
Damaged
- Claims for damaged items require photos of the packaging and item(s) and must be filed no later than 15 calendar days from when it was marked delivered.
What if My Order Never Arrives or is Stolen?
If your order has not arrived, please file a claim with Redo HERE.
What if My Order Arrives Damaged?
If your order has arrived to you damaged, please take photos of the item and the packaging it arrived in to include in your claim when filing.
You can file a claim with Redo HERE.
If your order has defects or you suspect it was damaged during manufacturing, please reach out to us at (hello@iluslabel.com) and we will be happy to work with you to remedy the situation.
How Do I File a Claim for my Lost, Damaged, or Stolen Order?
You can file a shipping claim HERE.