Protect your order by adding Guide Shipping Protection at checkout. Guide Shipping Protection will replace any lost, stolen or damaged package, but you must purchase the protection at the time your order is placed.

For packages that are lost in transit, Guide requires that you wait 10-14 days (depending on the time of year, i.e. the holidays) without any update to the tracking information (for international shipping, Guide requires at least 30 days with no movement). For packages that say they were delivered by the carrier, they ask that you wait 7 business days to ensure that it does not show up late or was not delivered to a neighbor.

For items that have been damaged in transit, Guide requires claims to be filed within 15 days from the date that you received your package. 

File your claim here: 

** Please note, when entering your Order Number when filing your claim you do not need to add the FXT to the Order Number.