Lost or Damaged Shipments

We want to ensure excellent customer satisfaction and quality product delivered in a timely manner. In the event you have a question about your order, feel free to call us at 1-800-768-9982

Lost or Stolen packages

We want to ensure excellent customer satisfaction and quality product delivered in a timely manner. We do know that things happen time to time that is why we now have Guide insurance. In the event you did not pay for Guide Insurance, feel free to call us at 1-800-768-9982 or email us at [e-mail]

Guide Insurance Policy

Marked As Delivered (Stolen) 

• Issues can be approved no earlier than 3 and no later than 15 days from when it was marked delivered  
• Orders over $500 USD require a police report 

 Stuck In Transit (Lost) 

• Issues can be approved no earlier than 7 days and no later than 30 days from the last update (US), 60 days from order date Issues can be approved no earlier than 20 days and no later than 30 days from the last update (International), 60 days from order date 

 Damaged 

• File issues for damaged items with photos of the package and item (required) and no later than 15 days from when it was marked delivered. 

 What if my order never arrives or is stolen? 

• To protect your order against loss or theft, add Guide package protection at checkout. 
• When you add Guide Protect, you can easily file an issue for a lost, stolen, or damaged package. When you file an issue, it will be reviewed for approval for a reorder or refund within 1-2 business days. 

 What if my order is damaged? 

• To protect your order against damage that occurred during shipping, add Guide Protect (package protection) at checkout. 
• When you add Guide Protect at checkout, you can easily file an issue for a lost, stolen, or damaged package. When you file an issue, it will be reviewed for approval for a reorder or refund within 1-2 business days. 
• If your order has defects or you suspect it was damaged during manufacturing, please reach out to us at [e-mail] and we will be happy to work with you to remedy the situation. 

 How do I file a shipping issue for my lost, stolen or damaged order? 

• If you insured your order with Guide Protect at checkout, you will receive a confirmation email from Guide with a link to file a shipping issue. 
• You can also file a shipping issue on Guide’s app or via the web here. https://app.guideprotection.com/ Does Guide Protect cover stolen items? 

• Yes! When you insure your orders with Guide Protect, stolen items are eligible for reorders or refunds. 

Damaged package during transit

If your package arrives to you and your goods are damaged, immediately take a picture of the items and have your order number ready. To better accommodate you; please send our Customer Support Team an email with the pictures of the package, also include the order number in the e-mail and we will reorder the damaged items for you.

For any other issues regarding your order, please reach out to us, our contact information is below.

Get in touch with Mi-One® Brands
Customer Service Hours:
Mon - Fri 8AM - 5PM (AZT)
Email us at [e-mail] 
Call us at 1-800-768-9982