Welcome to our FAQ page for Premium Shipping Protection, an optional add-on for your deliveries. With Premium Shipping Protection, you can protect your parcel from damage, loss, or theft from just $1.50 and receive an immediate* replacement or refund, without the hassle of lengthy courier claims procedures.
What is considered a lost shipment?
If the shipment status shows as "delivered," but you have not received it, please allow up to 5 working days for your parcel to be delivered. Sometimes, couriers may prematurely mark it as delivered and attempt redelivery, or it may be found in a secure location at your property or with your neighbour.
In cases where there is a high volume of parcels in the network causing delays, we reserve the right to classify it as a "delay." Otherwise, we will offer a refund or replacement.
What is considered a damaged shipment?
If items arrive with damages from transit such as wetness, stains, tears, etc.
If some of your order is missing due to the box or parcel opening during transit. Please contact us immediately if your items have arrived damaged or something is missing. Submit photographic evidence of tampered items.
What is not covered by Premium Shipping Protection?
Missing parcels or redelivery fees resulting from incorrect address information provided by you.
Delays in transit.
Orders marked as unfulfilled or unshipped due to inventory issues or dispatch delays.
Orders stuck in customs. We cannot be held responsible for customs delays. Please reach out to your chosen courier and pay any required customs fees. If you refuse customs payments, we are not liable for any return-to-sender fees, and these will be deducted from your refund.
If you requested items to be left outside your property and they go missing, it waives your right to any claim as per carrier terms and conditions.
How do I submit a claim?
If your parcel is lost or damaged, please email us at firstname.lastname@example.org. Our customer service team will assist you within 24-48 hours.
We will also continue to track your parcel, and if it appears, please send it back to us at our expense.
By selecting Premium Shipping Protection, you agree to these terms.
Please refrain from contacting us regarding a missing parcel until the allotted time has passed for it to be deemed lost.
Please note that Premium Shipping Protection is non-refundable.
How long do I have to submit a claim?
- Lost - stuck in transit
The issue must be filed between 7 and 30 days from the last shipping update.
- Stolen - marked as delivered
The issue must be filed between 5 and 15 days from when the order was marked delivered. Stolen orders over $500 USD require a police report.
The issue must be filed with photos of the damaged package and item(s), no later than 15 days from when the order was marked delivered.
What happens to unprotected parcels?
For parcels without Premium Shipping Protection, we will follow the claims policy with your selected courier to locate your parcel or classify it as lost. This process may take 4-6 weeks and is at the discretion of the courier. If your parcel has a GPS location or photographic evidence of delivery to your property, involvement with a neighbor, or placement in a secure location, we are not responsible for providing a refund or replacement.