Support Tickets: How to Raise & Resolve Issues

If you have an issue with a delivered order — wrong item, damaged product, missing items — you can raise a support ticket directly from the order tracking page. The seller is notified instantly and must respond within 2 business days.

How to Raise a Ticket

1. 1Go to your order tracking page (link from your order confirmation email or buyer dashboard).
2. 2Scroll down to the "Need Help?" section.
3. 3Click "Raise a Ticket" and select the issue type.
4. 4Describe the problem in detail.
5. 5Optionally attach up to 5 photos (e.g. of a damaged, wrong, or missing item) — pictures help the seller resolve faster. They are compressed automatically, so phone photos are fine.
6. 6Submit. The seller is notified by email and must respond within 2 business days.

What Happens Next?

• The seller responds directly in the ticket thread (they can attach photos too).
• You will receive an email when the seller replies.
• You can reply back — with photos if needed — from the order tracking page.
• If the seller does not respond within 3 business days, the ticket is automatically escalated to the Destin Bio team.
• If your issue needs a refund or other financial resolution, our team escalates the ticket to a formal dispute and decides the outcome — you don't need to file anything separately.

After Your Ticket Is Resolved

• When the seller (or our team) marks the ticket resolved, you have 48 hours to reopen it — just reply on the ticket and it becomes active again.
• If you don't reply within 48 hours, the ticket closes automatically.
• A closed ticket can't be reopened — raise a new ticket if you still need help.

Issue Types

• Wrong item received
• Damaged product
• Item not received
• Quality issue
• Size/color mismatch
• Missing items
• Other