Pietra is committed to standing behind our Creators and offering timely resolutions for all order-related issues. If your customer order arrives damaged or is not received by your customer, we are here to support with delivering a replacement whenever possible.

For all order-related issues, please submit a warehouse ticket via the Creator Hub. Within that warehouse ticket, you can notify us of the issue, provide the original order number, and inform us of a new order you may have placed for your customer. If a new manual order is needing to be placed, you can complete this via the Creator Hub. Pietra will make sure that any fees associated with the reshipment are zeroed out upon notification of the original order number.

Pietra will compensate our Creators in accordance with the manufactured cost of the goods + shipping costs when Pietra is directly at fault for an order-related issue. This can include sending an incorrect item, shipping incorrect quantities, shipping to an incorrect address, or if an order is damaged in transit due to improper packaging at Pietra's warehouse.

For any issues where Pietra is not at fault, Pietra will not assume responsibility for any associated costs. The Creator is generally responsible for any associated costs in these cases. This includes replacement order costs associated with damaged shipments that were sent out in accordance with the brand's packaging guidelines.

If you believe an order arrived damaged or an issue has occurred due to a mistake on the carrier’s end, Pietra will act as your partner in that relationship to help file claims or incidents.