If your finisher medal arrives damaged, you receive the wrong medal, or your package appears lost, we’ll do our best to make it right.
This article explains when a replacement is available, what information we need, and how long you have to report the issue.
Before you request a replacement (quick checks)
1) Confirm your medal was actually shipped
At checkout, you can choose when we ship your medal:
- Ship medal only upon completion (“no completion, no medal”), or
- Ship immediately after registration.
If you selected ship upon completion, we won’t ship the medal until you finish the challenge.
2) Check tracking (and wait for carrier updates)
- Tracking details are sent to you by email once the order ships.
- Carrier tracking pages can take 3–4 business days to update after shipment.
For general tracking/delivery troubleshooting, also see the Help Center article “Common problems with tracking and delivery.”
Replacement eligibility and time limits
A) Damaged / defective medal
- Replacement medal is provided for free if the item is damaged/defective.
- Please submit your request within 1 week after you receive the medal.
B) Lost package (in transit)
- All loss claims must be submitted no later than 6 weeks after the dispatch date.
- Claims deemed an error on our part are covered at our expense.
Note: For general “I haven’t received it” delivery issues (not necessarily confirmed lost), our Shipping Policy asks you to contact us within 2 months so our support team can help.
For replacement eligibility, the 6-week loss-claim window above is the key requirement.
C) Wrong medal received (wrong item / wrong ribbon / wrong design)
If you received a medal that doesn’t match your challenge purchase:
- Contact us as soon as possible, ideally within 1 week of delivery, and include photos of what you received so we can verify and arrange the correct replacement. (The 1-week window matches the damaged/defective requirement.)
What is (and isn’t) considered “lost”
A package is typically treated as lost in transit when:
- Tracking shows no movement for an extended period, or
- The carrier confirms loss, or
- The package is not delivered within expected timelines and is past reasonable transit windows.
Shipping times vary by country/region (for example, the Shipping Policy lists estimated ranges by region and notes delivery dates are estimates).
If tracking shows “Delivered” but you can’t find it
This usually requires extra investigation:
- Check with household members / reception / mailroom
- Look for a “safe place” drop-off
- Contact the carrier with your tracking number
We can still advise, but replacement may depend on what the carrier confirms and whether the case is deemed an operational/shipping error.
How to request a replacement (fastest way)
Email support@mypacer.com with the subject line:
Replacement Request — Lost / Damaged / Wrong Medal
Include the following:
- Order email (the email used at checkout)
- Order number (if available)
- Challenge name (e.g., “Paris Virtual Challenge”)
- Issue type: Lost / Damaged / Wrong medal
- Shipping address (confirm the full address)
- Photos (required for damaged or wrong medal)
- Damaged: clear photos of the damage + packaging (if possible)
- Wrong item: clear photo of the medal and ribbon received
Customer support contact: support@mypacer.com.
Address changes (important)
A correct shipping address is essential. Once an order is prepared for shipment or has shipped, the address typically can’t be changed.
If you need an address change, contact support within 24 hours of submitting the order and we’ll do our best to help.
What happens next
After we receive your request:
- We may ask for additional details (e.g., clearer photos or confirmation of your shipping address).
- If approved, we’ll arrange a replacement shipment.
- If the carrier previously reported unsuccessful delivery, we may reach out by email to coordinate re-delivery.
FAQ
Do I have to return the wrong/damaged medal?
In many cases, we can resolve it without a return, but it depends on the situation and region. Contact support with photos and we’ll confirm the next steps.
Why does tracking not update right away?
Carrier tracking typically takes 3–4 business days to update after shipment.
How long does shipping usually take?
The Shipping Policy lists estimated timelines by region and notes that delivery dates are estimates and can be delayed by security checks or holidays.