Once your order has been shipped, USPS is responsible for secure delivery. On rare occasions packages are lost in the mail or damages are acquired in the shipping process, please contact USPS directly. Once your purchase has shipped, it is out of the possession of Vivamacity. We do accept refunds as long as a refund has been requested before your purchase has been shipped. However, if you are unhappy with your purchase please don't hesitate to contact us!