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You're Covered
Shipping Protection gives you peace of mind while saving you time and money.
Shipping Protection Protects against lost packages, damaged items, or theft.
Priority Support Get access to our friendly support team, rated highest in customer satisfaction.
Fast Replacements & Refunds Enjoy quick replacements or refunds on approved claims.
Lost Items Policies
An order is considered “Lost” if it is not marked as “Delivered,” and if 8 business days have passed since the last tracking status update.
Or if 5 business days have passed since the last in-route scan provided by the carrier, and no delivery or update to status has been made.
A claim can be filed after 6 business days and not later than 30 days from the shipping date.
What We Don’t Cover
We will not consider a package “lost” if a shipping carrier is unable to deliver a package due to an invalid or undeliverable address or if the customer refuses a delivery.
We will not consider a package “lost” if the customer entered the wrong address at the time of purchase.
We will not consider a package “lost” if it is marked “pre-shipment,” “label created,” or “shipment information received.”
We will not consider a package “lost” if the order is stuck in customs for any reason.
Stolen Items Policies
We will consider a package “stolen” if the package is marked “delivered” but the customer did not receive it, and no other people or neighbors are aware of its location.
A claim can be filed after 5 business days but not later than 14 days of the “marked delivery date
A Package must be picked up within 12 hours of delivery; after that, we are not responsible for stolen packages.
Damaged Items Policies
Damaged item must be reported within 48 hours of delivery. We will consider an item “damaged” if it’s unusable. Supporting pictures or videos of the damaged items is required
What We Don’t Cover
We will not consider an item “damaged” if the box or packaging does not show signs of mishandling by the carrier.
A claim can be filed within 48 hours of the “marked delivery date.”
Additional Policies
If we ask for additional supporting evidence, or a police report, or a notarized letter, and we don’t receive it within 30 days, the claim will be closed and can’t be reopened.
If a chargeback has been filed with the bank for this order, this order is no longer qualified for a claim.
*A notarized letter or police report may be required based on the order amount and if there is an order risk determined by the system.
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