Free Return &
Package Protection

Get a prepaid label for an eligible return, or ask us to help when a protected order goes missing, arrives damaged, or is significantly delayed.

Start a request by email

Which orders qualify?

This optional paid service applies to U.S. orders placed on homland.com with the service included and paid for at checkout. The applicable fee is displayed before you pay. Check your order confirmation or email us with your order number if you’re unsure whether you added it.

Free Return

If you change your mind, order the wrong model, or no longer need the item, the service covers the cost of one prepaid return shipping label for an approved, eligible order.

Check your return window
Email us within 30 days of delivery. The item must be unused and in its original condition, with its original packaging, parts, accessories, and manuals. Items damaged by misuse, modification, or after delivery may be ineligible for a change-of-mind return.
Request a prepaid label
Send your order number, the item you want to return, and the reason for returning it. If approved, we’ll email the prepaid label, the correct return address, and packing instructions. Wait for that email before sending the item back.
Send it back and track your refund
Pack the item as instructed and keep your drop-off receipt or tracking number. We’ll inspect the return and email you the outcome. Approved refunds go to the original payment method and are processed within 5–10 business days after approval.

The prepaid label covers eligible return shipping. The Return & Refund Policy sets the item eligibility and refund amount. It also explains when HOMLAND covers return shipping for defective, transit-damaged, or incorrect items, including orders without this add-on.

Package Protection

Email us as soon as you notice an issue. The deadlines below apply to package protection requests. Business days are Monday through Friday, excluding U.S. public holidays.

Lost in transit
Email within 10 business days after the estimated delivery date. Include your tracking number and the last tracking update.
Missing or stolen after delivery
Check the delivery location and any carrier photo, then email within 10 business days of the delivery scan. Include the tracking record and any delivery evidence you have.
Damaged in transit
Email within 10 business days of delivery. Include photos of the damaged item, outer carton and shipping label. Keep the packaging while we review your request.
Significantly delayed
If your order is still undelivered after 12 business days from shipment, email us within the following 10 business days. Include the latest tracking update.

How we review your claim

We check that the service was included on your order and review the tracking record and any evidence you send. We may contact the carrier or ask for more information. If your order shipped in multiple boxes, include the tracking number and items for the affected box so we can review the right shipment.

What happens after review

For approved loss, theft, or transit damage, we may send a replacement for the affected item or refund the amount paid for it to your original payment method. For a qualifying delay, we’ll investigate and email you with the next step. Please keep damaged items and packaging until we provide instructions.

What is excluded

Package Protection excludes issues caused by an incorrect address supplied at checkout, cosmetic damage to the carton when the item is intact, and damage after delivery unrelated to theft. If your item arrived defective or you received the wrong product, see our Return & Refund Policy for help.

Email your request

HOMLAND Customer Support will review your request and reply by email.

  1. Use the email address associated with your order.
  2. Include your order number, tracking number if available, and what happened.
  3. Attach relevant photos or tracking screenshots if you have them.
Email support@homland.com

Frequently asked questions

Can I add the service after placing my order?

The service must be selected and paid for at checkout.

Is the service fee refundable?

If we cancel your entire order before shipment and you haven’t used the service, we’ll refund the service fee. Once the order ships, the service fee is generally nonrefundable except where required by applicable law.

Can I still get help if I didn’t add the service?

Yes. Email support@homland.com for help under our Shipping Policy and Return & Refund Policy.