Out-Shine provides support for delivery-related issues, including lost, damaged, or incorrect orders. This page covers delivery support only. For standard returns, exchanges, cancellation requests, and refunds, please refer to our Returns & Exchanges Policy.

1. Delivery Support

 

1.1 Lost Packages

• What it means: The carrier confirms that your package was lost and it was not delivered.
• What to do: Contact us at hi@out-shine.com and include your order number and tracking information.

1.2 Delivery Failure

• What it means: The carrier was unable to deliver the package and it is returned because of a carrier-related issue.
• What to do: Contact us at hi@out-shine.com with your order number and tracking information so we can review the shipment.

1.3 Damaged or Incorrect Orders

• What it means: Your package arrives damaged, contains an incorrect item, or the item has a manufacturing defect.
• What to do: Contact us at hi@out-shine.com and provide your order number and clear photos or video where applicable.
• Resolution: After reviewing the issue, we may provide an appropriate replacement or refund in accordance with our Returns & Exchanges Policy.

1.4 Marked as Delivered but Not Received

• If tracking shows that your package was delivered but you cannot find it, please first check with household members, neighbors, and the carrier.
• If the package is still missing, contact us at hi@out-shine.com with your order number and tracking information so we can review the delivery status.

 

2. Tracking Information

After your order has been shipped, we will send a shipping confirmation email with a tracking link. Tracking information may take up to 48 hours to appear after the carrier accepts and scans the package.

3. Order Cancellation and Refunds

Orders may be cancelled within 12 hours of being placed for a refund to the original payment method, subject to the order not having entered fulfillment. Please contact hi@out-shine.com as soon as possible.
For approved returns, the refund will be processed within 5 business days after the returned item is received and inspected. Your bank or payment provider may require additional time to post the refund.

4. Contact Us

For delivery issues or order support, please contact hi@out-shine.com and include your order number. Standard returns and exchanges are subject to our Returns & Exchanges Policy.