Shipping Protection Terms

These Shipping Protection Terms apply to customers who voluntarily add Shipping Protection to an eligible order at checkout.

Optional Protection

Shipping Protection is an optional add-on. The applicable price will be displayed before you complete your purchase and will be included in your final order total.

Shipping Protection applies only to the order on which it was purchased. Orders placed without Shipping Protection are subject to our standard shipping, return, and refund policies.

Covered Events

Subject to these terms, Shipping Protection covers eligible products that are:

  • Lost while in the possession of the shipping carrier
  • Damaged during shipping
  • Stolen after the carrier marks the package as delivered

A package will generally be considered lost when the carrier confirms that it has been lost or when tracking has shown no delivery for at least seven calendar days after the estimated delivery date.

A delayed package is not considered lost while it remains in active transit and continues to receive tracking updates.

Replacement at No Cost

Once we receive the required information and verify that the reported issue is covered, we will immediately begin processing a replacement for the affected product or order.

The customer will not be charged for:

  • The replacement product
  • Standard processing of the replacement order
  • Standard shipping for the replacement order

“Immediately” refers to the initiation and processing of the replacement. Normal fulfillment times, product availability, holidays, weather conditions, and carrier delivery schedules may affect when the replacement is delivered.

If an identical replacement is no longer available, we will offer, as appropriate, a comparable replacement, store credit, or a refund for the purchase price of the unavailable protected product.

How to Report an Issue

To request a replacement, contact us at [EMAIL OR CLAIMS URL] and provide:

  • Your name and order number
  • A description of what happened
  • The affected product or products
  • Photographs of damaged products and packaging, when applicable
  • Any additional information reasonably necessary to verify the loss, theft, or damage

For damaged or stolen packages, the issue must be reported within 14 calendar days after the package was marked as delivered.

For lost packages, the issue must be reported within 14 calendar days after the package qualifies as lost under these terms.

Failure to report an issue within the applicable period may make the order ineligible for replacement.

Damaged Orders

Customers should retain the damaged product, original packaging, shipping box, labels, and packing materials until the request has been reviewed.

We may request photographs or other reasonable documentation showing the condition of the product and packaging. Customers may be required to return a damaged product using a prepaid return label provided by us.

Stolen Packages

For packages reported as stolen after delivery, we may ask the customer to:

  • Confirm the delivery address
  • Check with household members, neighbors, building personnel, or the carrier
  • Allow up to two business days for packages prematurely marked as delivered to arrive
  • Provide additional documentation for repeated or unusually high-value claims

A police report may be required for high-value orders, repeated claims, or circumstances indicating potential fraud.

Exclusions

Shipping Protection does not cover:

  • Incorrect, incomplete, or undeliverable addresses supplied by the customer
  • Packages refused, abandoned, or not retrieved by the customer
  • Delivery delays when the package remains in active transit
  • Product defects, ordinary wear, dissatisfaction, or buyer’s remorse
  • Damage occurring after delivery
  • Damage caused by improper use, installation, storage, or handling
  • Customs delays, unpaid duties, import restrictions, or government seizure
  • Orders altered or redirected after shipment at the customer’s request
  • Fraudulent, dishonest, intentional, or misleading claims
  • Products prohibited from coverage by law or carrier restrictions
  • Orders for which Shipping Protection was not purchased

Shipping Protection is not a product warranty, return policy, price guarantee, or satisfaction guarantee.

Limitations

Coverage is limited to the products and quantities included in the original protected order. Unless otherwise required by law, no more than one replacement will be provided for the same affected product.

A customer may not receive both a replacement and a refund, chargeback, carrier payment, insurance payment, or other duplicate recovery for the same loss.

The Shipping Protection fee and any expedited shipping charges paid on the original order are nonrefundable after the order has shipped, except where otherwise required by law.

Fraud and Abuse

We reserve the right to investigate suspected fraud, request additional documentation, deny fraudulent or abusive requests, suspend access to Shipping Protection, or pursue other remedies permitted by law.

A request will not be denied solely because documentation is unavailable when the circumstances can reasonably be verified through other information.

Other Customer Rights

These Shipping Protection Terms do not limit any rights or remedies that cannot legally be waived. Our standard Shipping Policy, Return Policy, and product warranties continue to apply where relevant.

If Shipping Protection is provided through a licensed third-party insurance provider, the provider’s policy, certificate, coverage limits, exclusions, and claims procedures will control in the event of a conflict with this summary.

We may update these terms from time to time. The version in effect when the customer places the protected order will apply to that order.