Refund and returns

Damage in transit is a Route claim. Halo Labs does not replace a damaged package. File it with Route if Shipping Protection was selected.

Proof of damage is required. Include a full unboxing video plus clear photos of the outer packaging, the damaged contents, and the packing slip. Route may deny a claim without that proof.

Keep all original packaging until Route resolves the claim. Discarding the box can void it.

A lost package is a Route claim. Halo Labs does not trace it or send a replacement.

File with Route when the carrier confirms it as lost, or when tracking shows no movement and the carrier is unable to locate it. Carrier confirmation is part of Route’s review.

File within the deadline in Route’s policy. Once that window closes, the claim can no longer be filed.

Theft from a porch, mailroom, front desk, locker, or other delivery location is a Route claim when Shipping Protection was selected. Halo Labs does not replace a stolen package.

Because the carrier’s records show the package as delivered, Route may require a police report filed with your local department, or a signed written statement confirming the package was not received. Before filing, check with neighbors, building staff, and other entrances. Carriers occasionally leave packages out of sight.

Route decides whether a stolen package is covered, including any limits on replacements. Later orders to an address where a theft has been reported may require a signature on delivery.

If the package arrives and the items are wrong, or an item listed on the packing slip is absent from the box, that is a Halo Labs fulfillment issue, not a Route claim. Email us within seven (7) calendar days of the carrier’s delivery date. Verified errors are corrected by reshipping the affected items.

That window is firm. Requests submitted outside of it will be denied.

Route claims for damage should include:

• A full unboxing video recorded from the moment the package is first opened
• Photos of the external packaging
• Photos of the package contents
• Photos of the packing slip enclosed with the order

Claims for a stolen package are filed with Route, which may require a police report or a signed statement of non-receipt. Claims for a lost package are also filed with Route and may require confirmation from the carrier. Halo Labs does not obtain that confirmation or decide the claim.

Wrong or missing items in a delivered box use the same photos and packing slip, and those are emailed to Halo Labs. Claims submitted without the documentation for their category cannot be verified and will be denied.

A verified claim for a lost, stolen, or damaged package is resolved by Route, not by Halo Labs.

Halo Labs does not provide a replacement, cash refund, store credit, or shipping reimbursement for lost, stolen, or damaged packages.

If a protected package is lost, stolen, or damaged, file with Route. It is faster than a bank dispute, and Halo Labs does not process that claim.

Chargebacks filed instead of a Route claim, or filed on refused packages and claims falling outside these terms, will be disputed using carrier confirmation, delivery records, and the customer’s agreement to these terms.

We are committed to accurate fulfillment and timely shipment of every order. To keep the policy fair and prevent abuse, the terms above are enforced. By placing an order with Halo Labs, you acknowledge and agree to them.