We are sorry your gum arrived in rough shape. Mastic is a natural resin and can melt in hot delivery trucks and mailboxes, especially in summer.
If your order has ShipInsure protection (added in your cart at checkout), file a claim at our claims portal. You will need:
- Your order number and email
- Photos of the damage. Authentic, unedited photos are required and help claims get approved quickly
Damage needs to make the product unusable, for example a fully melted mass. Cosmetic dents or damage to just the outer packaging are not covered. Approved claims get a free reshipment or a refund to your original payment method, and claims must be filed within 14 days of delivery.
If your order does not have ShipInsure protection, email support@gumofgods.us with your order number, a photo, and a quick description, and our team will make it right under our standard policy.
Tip: Lightly melted mastic is still perfectly chewable. Pop the tin in the fridge for 30 minutes and the pieces will firm right back up.