Missing or Damaged Packages

If your order is missing or you received anything in damaged condition, it must be reported to us within 10 days. Do not use or dispose of products or packaging. Photos are required and damaged items may need to be returned.

If an item was damaged in transit, we might be able to resolve the issue without submitting a shipping claim: 

  • Send pictures and/or a video of the damage to orders@goldplating.com
  • Do not tamper with the items and do not use any products before we have a chance to look at your images and get back to you. Using damaged items means you are accepting them in the condition they were received in.
  • If the box was also damaged, do not dispose of anything, including the box and packing materials. Sometimes someone is sent to investigate a claim and they will need to see all the evidence.
  • If your order was insured, we can assist you with opening a claim.
  • If your order was not insured, contact the appropriate number below to open a claim. 

Shipping Claims:

  • If the package is missing or it was clearly damaged as a result of the shipping process, a claim will need to be submitted. 
  • The shipping carrier will reach out to you directly. Failure to cooperate may result in a denial of the claim. If this occurs, Gold Plating Services will not take responsibility for the damaged or missing shipment.
  • Information needed to submit a claim: 
    • Tracking number
    • Shipping date
    • Shipper's address
    • Recipient's address
    • Reason for claim
    • Status of package
    • Item description
    • Unit cost
    • Shipping cost
    • Photos
  • Make sure your contact information is up to date and accurate (phone number, email, and address)

Contact information to file a claim for a missing or damaged package. Most claims can take up to 8-10 business days:

FedEx.com 1-800-463-3339

UPS.com 1-800-742-5877

USPS.com 1-800-275-8777

DHL.com 1-800-275-8777


International Shipping Fees & Customs: 

Customs duties and brokerage fees might be applicable for some countries. All duties and brokerage fees, if any, are the buyers' responsibility. Please contact the Customs Office of your country to find the rate, as we unfortunately do not have that information available to us to provide. In our experience, customs duties/taxes are usually around 15-20% of the purchase price. Again, customs fees are never part of the amount customers pay to Gold Plating Services. They are paid in addition to the order amount, and paid directly to the destination country. Refusal of an order after it ships will result in the customer's forfeiture of shipping costs, as well as any other financial penalty incurred by the carrier.