Claims

Damaged product in-transit

CR7 products are inspected at time of fulfillment and photographed for quality assurance, based on internal criteria. An order is considered damaged when item(s) arrive in packaging that appears to have been opened and product(s) are partially-all missing, ripped, or otherwise unusable due to issues encountered in-transit. No later than 96hours from delivery, should you wish to file a claim, send email to: Hello@CR7US.COM. Include 1) order # in subject, 2) description of issue, 3) photo of damaged product(s), 4) photos of exterior packaging and 5) indicate if a refund or replacement would be preferred, if claim is accepted. In order for CR7 to process claim with carrier and/or our insurance providers, customer claim inquiry must include 1 - 5. 

Customer may file claim direct with Route Insurance, if selected at check-out or request CR7US file on their behalf. Route Insurance will review damaged in-transit claims no later than 30 days from the date the package was marked “delivered.” If Route Insurance was not selected at check-out, damaged in-transit claims can be sent to CR7US.COM no later than 96 hours from confirmed delivery. CR7US will submit to insurance provider assuming all required information has been provided. 

Damaged packaging

CR7 products are packaged by manufacturer in plastic [or] logo cardboard boxes. Packages are inspected at time of fulfillment for overall quality. Products packaged in CR7 logo boxes are shipped in corrugated boxes to better ensure item(s) shipped via 3rd party carrier services arrive in the same condition they were shipped in. If box(es) received by purchaser are dented, crushed or ripped, and are deemed unacceptable assuming goods were intended for gifting, claims can be sent to CR7US.COM no later than 96 hours from confirmed delivery.  Email Hello@CR7US.COM and include 1) order # in subject, 2) description of issue 3) photo of damaged packaging 4) photos of exterior packaging and 5) indicate if a refund or replacement would be preferred, if claim is accepted. 

Both images are required to file claim with shipping carrier. Depending on condition, CR7 may provide a return label which will follow CR7's Return Policy here.

Lost-in-transit

If a package has exceeded the projected delivery date by 7 business days excluding weekends and government holidays, and there has been no tracking activity within 7 days, package may be lost or delayed within carrier network. Customers may contact Hello@CR7US.COM to request a claim review. Include order # in subject, description of issue and whether a refund or replacement would be preferred, if claim is accepted. Claims are filed and processed within the parameters and timelines identified by insurance carriers. In many cases, carriers will not begin claim investigation for 20 days from last tracking update. CR7US will review lost-in-transit claims up to, but no later than, (30) max days from last tracking update.

When to submit lost-in-transit claims: For domestic shipments (items shipped within the United States), lost in-transit claims may be submitted between 7 and no later than 30 days from the last tracking update. For international shipments (items shipped by CR7US to Canada), claims may be submitted between 7-10 days of last tracking update though insurance carriers may not review for 20 or more days based on their terms of service.  

If carrier tracking indicates package has been delivered but was not received in 5 or less business days, was marked out for delivery but not yet received in the last 5 or less business days or the projected delivery has been exceeded by 5 or less business days, there is a likelihood that package was either delayed, temporarily misplaced or mis-delivered by mail carrier or similar, and may still deliver. Because of these variables, transit carriers will not accept claims typically less than 5-7 business days, from last system update.

Delivered (mis-delivered or stolen) claims:

If a package has been marked as delivered by carrier and has not been received, contact Hello@CR7US.COM no earlier than 6 business days from carrier's last tracking notification. During this wait period it is suggested to contact neighbors or postal carrier as often packages have been mis-delivered or mis-marked as delivered by carrier, but do delivery shortly after. Claims are filed and processed within the parameters and timelines identified by insurance carriers. In many cases, carriers will not begin claim investigation for 20 days from last tracking update. CR7US will review lost-in-transit claims up to, but no later than, (30) max days from last tracking update.

Check shipping information provided at time of check-out. CR7US labels are created directly from customer input. If an item such as apartment or unit # was omitted or street, city or zip were incorrect, package may be in a return-to-sender pattern or may have been mis-delivered. If return-to-sender is in progress, CR7US will refund the order as a 1x courtesy, upon receipt from mail carrier. After an order has been financially processed, CR7US will not edit a shipping and/or billing address in cooperation with the financial and insurance institutions we partner with. If item is re-ordered and return-to-send occurs again, CR7US will refund product less a usd7 processing fee and shipping fees.

If the package was mis-delivered due to incorrect or invalid address information input by customer at check-out, CR7US is not liable and will be unable to provide refund unless goods are returned by the incorrect recipient.

When contacting CR7US regarding a claim, include order # in subject, description of issue and whether a refund or replacement would be preferred, if claim is accepted.

Quality, product defects

If an order is delivered with shipping and exterior packaging in-tact, in good condition, yet product received is deemed defective upon removal from packaging due to a visible quality issue, notify CR7US.COM no later than 5days from confirmed delivery. **CR7US will require clear photo of defect, to evaluate quality claim - send email to Hello@CR7US.COM with order # in subject and reason for claim in description. In some instances, a return label will be issued for in-person quality inspection and review with manufacturer and/or if customer is unable to transmit a photo.

If product is determined to be defective, a refund or item replacement will be issued, accordingly. If product defect is found after initial wash or noted after 5days, but no later than 30 days from delivery in the event item was a gift, CR7US will require photo of defect (see above **) and will evaluate quality claim on a case by case basis. 

As a distributor and retailer of CR7 Underwear products in North America, CR7US stands by CR7 Underwear’s superior design and manufacturing quality. However, rare occurrences during manufacturing can result in a product defect missed at time of inspection.

Chargeback claims:

CR7US review valid claim inquiries promptly and fairly to ensure customer's do no need to file chargebacks claims. All claims are processed within the terms and conditions required by CR7US' contracted insurance carriers. Fraudulent Chargeback claims are carefully reviewed, disputed and facts provided, in detail, to banking institutions to ensure fraudulent claims and persons committing such criminal activity, are identified.