Talk to Tessa, our 24/7 voice assistant. Start a return or damage claim, check its status, add a tracking number, or cancel it, in English or Spanish.
Claim actions need a quick identity check. Questions about our policies don't.
We match three details to one order before touching your claim.
Detected automatically. Calling from another phone? Tessa will ask for the number on the order.
Format ORD-123456, found in your order confirmation email.
The shipping postal code used on that order.
During the call, ask Tessa to send your claim to the xApp. She reads you a 6-character PIN. Open the xApp page, enter the PIN, and you'll see your claim number, order and next steps.
Open xApp and enter PINTessa can answer these too, no verification needed.
Call Tessa, verify with your order number and postal code, choose the product and describe the issue.
Yes, while the claim is still eligible (before the item is received and processed). Tessa checks this for you.
Your order number, proof of purchase and photos of any damage.
Claims are usually reviewed in 2–3 business days. Refunds follow 5–7 days after we receive the item.
Call Tessa and ask to update your claim, or say "agent" to reach a specialist.