Shipping Protection covers lost, stolen, and damaged items that fit the following criteria. Review the policies to understand what lost, stolen, and damaged items Shipping Protection will cover.
Note: When replacing an item, Shipping Protection does not cover custom/duty fees for international orders.
Lost in Transit: Order issues for packages presumed to be lost in transit by the carrier (where the status is not "delivered") must be filed no sooner than 7 days after the scheduled delivery date or 5 days after the last transit scan for United States domestic shipments (20 days for international shipments) and within 30 days from the last checkpoint.
Returned To Sender: Shipping Protection does not cover packages labeled return to sender because the order has been sent back. Items are returned to sender when a customer provides an invalid or undeliverable address or refuses a delivery.
Invalid Address or Delivery Issues: Sometimes carriers cannot deliver the customer’s package due to an invalid address or other unexpected delivery issues. At this point, the carrier might return the package to the sender/retailer. The customer’s package is not actually lost, thus Shipping Insurance does not cover this. If the customer provided the incorrect address, Shipping Protection will not cover this.
Order Stuck in Customs: Shipping Protection cannot cover when a customer’s order is stuck in international borders/customs. The customer will. need to pay customs/duty fees to accept the package.
Issue filed too soon: If the customer is filing an order issue the same day that the package was marked as delivered, at our discretion, we may ask you to wait 7 days. Shipping carriers sometimes prematurely mark the package as delivered when it’s still in transit.
Packages marked "delivered" yet not received are considered stolen and must be filed 5 days after “delivery date” but no longer than 15 days to ensure it was not misdelivered or easily found around the premises. If the customer provided the incorrect address, Shipping Protection will not cover this. We may request additional information, including but not limited to a police report, to process your claim.
Note: Packages marked as delivered are eligible for a one-time reshipment.
A damaged item is considered to be a broken product that is unusable, clearly fractured, shattered, bent (if not bendable), crushed, etc.
Shipping Protection does not cover cosmetic damage (scratches, dents, etc.) if the item is still usable.
Shipping Protection requires further evidence of the customer’s damaged item (i.e. photos of shipping box, photos of damaged items, videos, etc.).
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