Package Protection

We offer Package Protection through a partner app as an add-on option in your cart. If you opt-in to purchasing this protection, you get protection from lost, damaged or stolen pagages. If you opt-out of the protection, our standard shipping and return policies apply, and you are responsible for packages that are marked as delivered or completed by the carrier. See those policies here. Package Protection purchase is final sale and not refundable. 

How to Make Claims:

For lost/stolen packages:

Email customerservice@katiewaltman.com to file a claim. Must be at least 7 days after the delivery confirmation or last tracking update and no later than 30 days from the delivery confirmation or last tracking update. We will work with you to provide replacements, if available, and refund or store credit if not.

What qualifies as lost or stolen?

A shipment that states "delivered" by the carrier that has not arrived to the address provided at checkout. 

A shipment that appears to be lost by the carrier where the status has not updated and is not marked as “delivered”.

Invalid/incorrect addresses are not considered to be lost as the carrier was unable to deliver. In most cases these will be returned to our studio at which point our customer support team will reach out via email and can reship your package to a new address. 

For damaged items/packages:

Email customerservice@katiewaltman.com to file a claim. Must be submitted within 10 days of the delivery confirmation. We will work with you to provide replacements, if available, and refund or store credit if not. 

What qualifies as damaged items?

A shipment with items that were broken or damaged upon arrival, or if part of the order is missing due to the package being opened or tampered with in transit. 

 *Our team may ask for additional information regarding your order to confirm the validity of your claim. They also reserve the right to deny a claim if found to be fraudulent. Package Protection is final sale and not refundable.