Although it happens very rarely, packages may get lost or damaged during the shipping process to StockX. For this reason, we request that all Sellers obtain a drop-off receipt and keep it until the order is complete. In the event that there is an issue with your package in transit after departing from the drop-off location, StockX will start an investigation with the delivery carrier to make it as simple as possible for you to resolve the issue. Please bear in mind that the process may take up to 10 working days from the start of the investigation. More information about this can be found in our Terms and Conditions.
To get a case started, simply Contact Us and enter the details about your enquiry. Please include as much information as possible for your specific situation, as this will greatly reduce the investigation time.
You'll need to enter these details:
- Type (e.g. Selling)
- Sub-Type (e.g. Current Order - Sales)
- Contact Reason (e.g. Item not received but shows delivered)
Review the scenarios below to determine claims eligibility.
I dropped off my item at an access point or left it for collection with a third-party carrier:
We encourage you to drop-off all packages at the carrier’s designated store. StockX will not be liable for packages that are dropped off with the applicable carrier via third-party access points (e.g. UPS Access Points, Premier stores, newsagents etc.).
While we will continue to cover collections carried out by the designated shipping carrier, StockX is unable to accept liability for packages that are picked up by third-party shipping service providers.
- Claims eligibility:We are unable to initiate a claim for your package when using an access point or third-party carrier.
My item never left drop-off / It’s been more than 3 days, and I haven’t seen an update to the tracking information:
If your tracking information indicates that your package has not left the drop-off location, the best thing to do is contact that precise location to get more information or to retrieve your item. Your item should still be at that location because there are no other physical scans indicating it has progressed through the carrier system.
- Claims eligibility:We are unable to initiate a claim for your package if it never left the drop-off location.
My item was returned to me for failing verification, but it was marked delivered by the carrier and I have not received it:
In the event that your tracking information shows your package was delivered but you did not receive it, please check with neighbours to see if your package was accidentally delivered to the wrong address or check with the front desk of your residential building to see if they are holding the package for you.
If you are still unable to locate your package, contact StockX support and we will start an investigation with the delivery carrier. Even if you have already started an investigation with the carrier, we still have to complete our own internal investigation.
As part of this investigation, you are required to submit an affidavit for our records. Get details about the process and access the affidavit in our blog post What to Do if Your Package is Marked Delivered but Not Received.
Once you complete the affidavit, visit the Help page on StockX, select the Contact Us button at the bottom of the page to create a case (Selling > Current Order - Sales > Status of Returning Item) and attach the PDF to the case attachments so we can continue the investigation.
- Claims eligibility:You must contact StockX within 3 days of your tracking information saying "delivered" in order for us to initiate a claim for your package.
We will contact you as soon as we receive a reply from the carrier.
My item was returned to me for failing verification, but was delivered damaged:
If your item was returned damaged by the carrier, please contact StockX support and include your order number and a photo(s) of the issue you're referring to so we can review it.
- Claims eligibility:You must contact StockX within 3 days of your tracking information saying "delivered" in order for us to initiate a claim for your package.Make sure that you include a picture of the whole shipping box for this type of claim.
My item was returned to me for failing verification, and was unable to be delivered due to using an unverified address: StockX cannot file a claim with the shipping carrier on your behalf if an unverified address was used.
- Claims eligibility:In order to ensure the safe delivery of your item by our carrier, we always recommend selecting an address that can be verified in our system. If you choose to continue using an unverified address for shipping, StockX waives responsibility for the item and your right to initiate a claim is therefore forfeited.
My bulk shipment arrived at the Authentication Centre with an item missing: We recommend completing a thorough inspection of your bulk shipment prior to sending it to our facility.
- Claims eligibility:We are unable to initiate a claim for any items that are missing from the shipment upon arrival.
I used a PO Box for return delivery but I never received my item back
The use of PO boxes for deliveries is prohibited on the platform for Buyers and Sellers. As a result, we are unable to process claims for items delivered to a PO box.
