This article explains PerkUp's policies for replacements, size issues, and delivery problems on swag orders — what's covered, what isn't, and exactly what to send our support team to get a fast resolution.
What happens if my order arrives damaged, misprinted, or defective?
If your order arrives damaged, misprinted, or defective, PerkUp will send you a free replacement. To get one:
Contact support within 7 days of receiving the order.
Describe the issue clearly.
Attach photos showing the problem.
Once our team reviews your report, we'll process a replacement at no cost to you. See "Received a wrong, missing, or damaged item" for more on this process.
Can I exchange an item for a different size?
Size exchanges depend entirely on why the size is wrong:
You received a different size than you ordered. This is a fulfillment error, and PerkUp will exchange it for the correct size at no cost. Contact support with your order number, the size shown on your order confirmation, and a photo of the size tag on the item you received.
You chose a size at redemption and it doesn't fit. PerkUp cannot offer an exchange or replacement in this case. Because items are produced on demand for the size you selected, that choice is final once the order is placed.
Double-check the size guide before confirming your order — sizing decisions can't be undone after production starts. See "Ordered the wrong size? Exchanges and sizing" for more detail.
Can I return an item I no longer want?
PerkUp does not accept returns or refunds for buyer's remorse — for example, if you simply changed your mind or no longer want the item. Replacements are reserved for damaged, misprinted, defective, or fulfillment-error items as described above.
How do I track my order?
Once your order ships, you can view tracking information on the Transactions page of your PerkUp account. You'll also get email updates as your order moves through transit. See "How to track your order" for a full walkthrough.
What if the carrier tried to deliver my package but I wasn't there?
If the carrier attempted delivery and you weren't available, the package is typically returned to us. Here's what to do:
Contact support within 14 days to arrange a free reshipment.
We'll reship the item once it's back in our hands, at no cost to you.
If you contact us after 14 days, you'll need to repurchase the item at your own cost.
My tracking shows "delivered" but I never received it — what now?
If tracking shows your package was delivered but you can't find it, work through these steps:
Double-check the shipping address on your order.
Ask neighbors or household members if they accepted the package on your behalf.
Inspect your mailbox or delivery area.
If you still can't locate the package, contact support. We handle these case by case and may offer one complimentary reshipment. If a second attempt also goes missing, the cost of further reshipments is your responsibility. Claims must be made within 14 days of the marked delivery date. See "My order never arrived" for more.
What if my order is lost in transit?
If your package appears stuck — for example, tracking hasn't updated in a while — follow these steps:
Contact the courier directly to confirm the package's status.
If the courier confirms the shipment is officially lost, share that confirmation with PerkUp support.
Once we verify the loss, we'll process a reorder and ship a free replacement.
What if my order arrives with items missing?
If your order arrives incomplete, contact support and we'll send the missing item(s) at no cost. Submit your claim within 14 days of delivery, and include photos so our team can confirm the issue and improve quality control.