What is Redo?
Redo Package Protection helps cover you if your order gets lost, stolen, or damaged while in transit. We know how frustrating it is to have something happen to your order, so we've partnered with Redo to offer added assurance that you're supported, no matter what. Redo Package Protection can be added during checkout.
If you already purchased Redo Package Protection and are looking to file a shipping issue online, file here.
How Does Redo Work?
If your Redo-protected order is lost, damaged, or stolen, Redo's expert support team will help ensure that your order gets replaced or refunded as preferred. Claims will be reviewed for approval within 1-2 business days from filing.
Need to file a claim? File here.
How Does Redo Process Refunds or Reorders?
Refunds: When refunding an item, Redo covers the subtotal of the order. Shipping costs, taxes, and the Redo premium fee are not covered.
Reorders: Redo will reorder the items depending on in-stock availability. Redo will cover the cost of any reorders, including shipping, taxes, and Redo Package Protection. Unavailable items will be refunded.
When Should I File a Claim?
Marked As Delivered (Stolen)
- Claims will be reviewed no earlier than 5 calendar days and no later than 15 calendar days from when tracking was marked delivered.
- Please note that orders over $100 will require a police report to be filed by the customer before any resolution can occur.
Stuck In Transit (Lost)
- For domestic orders (US), claims will be reviewed no earlier than 7 calendar days and no later than 30 calendar days from the last updated tracking. The maximum filing time is 365 days from the order date.
- For international orders (Canada), claims will be reviewed no earlier than 20 calendar days and no later than 30 calendar days from the last update. The maximum filing time is 365 days from the order date.
Damaged
- Claims for damaged items require photos of the shipping packaging and item(s) and must be filed no later than 15 calendar days from when it was marked delivered.
What if My Order Never Arrives or is Stolen?
https://shoutfactory.com/apps/redo/account Protect helps cover these instances! Add Redo Protect at checkout to protect your order against loss or theft.
Please file a claim with Redo here if your order has not arrived.
What if My Order Arrives Damaged?
Redo covers damage as well! Add Redo Package Protection at checkout to protect your order against damage that occurred during shipping. If your order has arrived damaged, please do the following:
- Take photos of the item.
- Take photos of the shipping packaging.
- Include photos in your claim when filing.
You can file a claim with Redo here.
If your order has defects or you suspect it was damaged during manufacturing, please contact us at Shout! Factory, and we will be happy to work with you to remedy the situation.
What are Redo's Terms and Conditions?
Redo's terms and conditions are listed here: https://www.getredo.com/terms-conditions