Damage Policy

Every package is covered by insurance through USPS for lost, damaged, or missing items for up to $100 USD.  If you have any issue with an order under $100 USD, you can issue a claim for full or partial compensation through USPS by contacting them directly.

For orders exceeding $100 USD, Lilac River Package Protection is automatically added to your cart. This optional package protection covers your order via ShipSurance through Pirate Ship for damage, loss, and theft. If Lilac River Package Protection was removed during checkout, coverage was considered waived and Lilac River Crystals was released of any responsibility for damaged, lost, or stolen packages. 

If you have an issue with a damaged, lost, or stolen item and you purchased the Lilac River Package Protection, please contact us via TikTok direct messages @lilacrivercrystals (fastest response), start a chat with us by clicking the speech bubble in the bottom right corner of this screen, or email us at lilacrivercrystals@gmail.com. Please include your name and order number in the message. Please note for damaged items you MUST have photos of the damaged item(s) along with photos of the inside of the box and outside of the box (from every side) and any other shipping materials which can be emailed to us or messaged to us via Instagram @lilacrivercrystals. Damage claims must be filed with InsureShield® within 10 days of delivery, so it is crucial you let us know as soon as possible so we can get the claim started for you. Your full or partial refund may be issued once there is a decision made by InsureShield®.

If you decided to waive package protection, but wish to receive partial compensation via USPS for up to $100 USD as covered by Ground Advantage and Priority Mail postage, please file a claim with them directly.