This article explains what to do if an order arrived wrong, incomplete, or damaged, and how PerkUp gets you a replacement or refund. We're sorry your gift didn't arrive the way it should have — here's how to get it put right quickly.
What should I do if my item arrived damaged?
If your item arrived damaged, misprinted, or defective, contact support through the messenger on this help center or in the app within 7 days of delivery. Include your order number and photos of the damage (the item and the packaging, if possible) — this is the fastest way for support to arrange a free replacement. There's no self-serve returns flow for damaged items, so a support conversation is the only way to resolve it.
What should I do if I received the wrong item?
If you received the wrong item, contact support with your order number and a photo of what you actually received. Support will confirm what happened and arrange a replacement or refund. There's no in-app way to report or exchange a wrong item yourself, so reaching out directly is the quickest path to a fix.
What should I do if part of my order is missing?
If your order arrived with an item missing, contact support with your order number and, if you have it, a photo of what did arrive, within 14 days of delivery. Support will check the shipment and arrange to send the missing item at no cost. Orders can ship in multiple parts, so check your order's tracking first — a missing item sometimes turns out to be a separate shipment still on its way.
What information should I include when I contact support?
Your order number
Photos of the item and packaging (for damaged or wrong items)
A short description of what's wrong (wrong item, missing item, or damaged item)
Having this ready when you reach out means support can arrange a replacement or refund without back-and-forth.
How long do I have to report a problem, and how long does a fix take?
Report windows are strict: damaged, misprinted, or defective items must be reported within 7 days of delivery, and missing-item claims within 14 days of delivery. Once support reviews your report and photos, they'll arrange the replacement or refund from there.
If a refund is issued, it goes back to your PerkUp balance rather than a personal card, and there's no separate refund email — check your Transactions page for a "Refunded" tag. For more on refunds, see "Where's my refund?" For the full policy on replacements and claims, see PerkUp's order policies.
What about customized or logo swag that arrives wrong or damaged?
A wrong or damaged item is different from wanting a different size. Customized or logo swag can't be exchanged just because a size doesn't fit, but if it arrives damaged, misprinted, or defective it's covered like any other item: report it within 7 days of delivery with your order number and photos, and PerkUp will send a free replacement.