Damaged, Lost, or Stolen Shipments Policy

Damaged, Lost, or Stolen Shipments Policy

At fitspurs.com, we strive to ensure that every package arrives safely and on time. However, if your shipment arrives damaged or has delivery issues, please follow the procedures below so we can resolve the issue immediately.

1. Damaged or Defective Items Upon Delivery

Please inspect your order as soon as you receive it.

  • Reporting Window: You must report damaged or defective items to our customer support team within 48 hours of delivery.
  • What to Provide: Email support@fitspurs.com with your order number, a brief description of the damage, and clear photos of:
    1. The damaged product(s)
    2. The outer shipping box or envelope showing the carrier label
  • Resolution: Once verified, we will arrange a free replacement shipment or issue a full refund to your original payment method at no additional charge to you.

2. Lost Shipments (In-Transit Delays)

A shipment is considered "lost in transit" if carrier tracking shows no movement or updates for more than 7 consecutive business days.

  • Carrier Investigations: If your package appears stuck or lost in transit, contact us at support@fitspurs.com or +1 281-568-4149.
  • Resolution: We will open an official trace investigation with the carrier (USPS, UPS, or FedEx). If the carrier confirms the package is lost, we will immediately send a free replacement or process a full refund.

3. Stolen Shipments or Missing Packages Marked "Delivered"

If tracking indicates that your package was "Delivered" by the carrier but you cannot locate it:

  1. Verify Delivery Details: Check around your porch, back door, garage, mailbox, or front desk/leasing office.
  2. Check with Household & Neighbours: In many cases, family members, roommates, or neighbours receive the package for you.
  3. Wait 24 Hours: Carriers sometimes scan packages as "Delivered" up to 24 hours before actual drop-off.
  4. Contact Us: If your package is still missing after 24 hours, notify us immediately at support@fitspurs.com. We will help you file a formal carrier claim and a police report if theft is suspected.

Note: Please ensure your delivery address is secure before placing an order. fitspurs.com is not responsible for packages stolen after verified carrier delivery to a correct address, but we will assist in carrier claim investigations.

4. Support Contact Information

For any shipment issues, damaged goods, or delivery inquiries, contact our customer support team:

  • Store Name: fitspurs.com
  • Physical Address: 2013 Coggin Ave, Brownwood, TX 76801, USA
  • Phone Number: +1 281-568-4149
  • Email Support: support@fitspurs.com
  • Customer Support Hours: Monday – Friday, 9:00 AM – 5:00 PM CST