Delivery Trouble

Damaged and Missing Contents Packages

If you receive a package that is damaged or has missing contents, you may be eligible for compensation from the shipping company. Please note that different shipping companies have different policies and deadlines for filing claims:

  • DHL: Claims must be filed within 30 days from the shipment date for international packages.

  • FedEx: Claims must be filed within 21 days from the shipment date.

Steps to File a Claim

  1. Inspect the shipping box and item for any damage or missing parts.

  2. Take clear, detailed photos of the shipping box and item as evidence.

  3. Fill out the claim form on the shipping company’s official website and submit it online or by mail.

  4. Send us an email at support@umbraviontra.site with:

    • Your order number

    • Photos of the damaged/missing item

    • Your claim number from the shipping company

  5. We will contact the shipping company and follow up on your behalf.

Important: For DHL, the maximum compensation is approximately $30 USD per kg of package weight.

If your claim is approved by the shipping company, we will refund you the insured amount to your original payment method within 10 business days.
If your claim is rejected, we will contact the shipping company again and negotiate on your behalf.

Lost Packages

If you do not receive your package within the expected delivery timeframe, it may have been lost in transit. In this case:

  • We will contact the shipping company to initiate a tracking request.

  • Please note that the tracking process is outside our control and may take up to 3 months.

  • We cannot provide any compensation or replacement until the tracking process is completed and the shipping company accepts responsibility.

If the shipping company confirms the package is lost and approves the claim, we will issue a refund for the insured amount within 10 business days.

Return to Sender

If your package is returned to us due to an incorrect or incomplete address provided by you, or because you did not collect your package from the carrier within the specified time:

  • You will be responsible for all shipping costs incurred (including the original shipping cost to you and the return shipping cost back to us).

  • These costs will be deducted from your refund.

Contact Information

  • Email: support@umbraviontra.site

  • Phone: (800) 823-4243

  • Address: 16561 Bolsa Chica Street, Suite 105, Huntington Beach, CA 92649, USA