Shipping Protection + Order Protection
When you add Shipping Protection to your order, your package is protected against certain shipping-related issues that may occur after your order has been shipped.
What Shipping Protection Covers
Shipping Protection may cover:
- Lost packages — Your package is confirmed lost by the carrier or has no meaningful tracking movement for an extended period.
- Damaged packages — Your item arrives damaged as a result of shipping.
- Qualifying theft — Your package is confirmed delivered but is subsequently reported stolen, subject to review.
- Carrier-related delivery issues — Certain situations where a package is returned, lost, or otherwise unable to be delivered due to a carrier-related issue.
If your claim is approved, we may provide a replacement or refund for the affected item.
Damaged Orders
If your order arrives damaged, please contact us as soon as possible and provide photos or video of the damaged product and packaging.
This helps us verify the damage and determine the appropriate resolution.
Lost Orders
If your package is lost in transit, we may wait until the carrier’s tracking information indicates that the package is officially lost before processing a claim.
Packages that are still moving through the carrier network or experiencing normal shipping delays may not qualify as lost.
Theft After Delivery
If tracking shows that your package was delivered but you believe it was stolen, contact us promptly.
We may request additional information or documentation before approving a claim. Claims are reviewed individually and approval is not automatic.
What Shipping Protection Does Not Cover
Shipping Protection does not cover:
- Incorrect or incomplete shipping addresses entered by the customer
- Customer refusal to accept the package
- Normal shipping delays while the package remains in transit
- Customs duties, taxes, or import fees
- Damage caused by misuse, neglect, or improper handling after delivery
- Products damaged after being delivered in good condition
- Lost packages resulting from information incorrectly provided by the customer
- Orders that did not include Shipping Protection at checkout
- Customer dissatisfaction or change-of-mind returns
How to File a Claim
To submit a claim, contact our customer support team with your:
- Order number
- Name and email used for the order
- Description of the issue
- Photos, video, or other documentation when applicable
We will review your claim and determine whether it qualifies for coverage.
Important Information
Shipping Protection is an optional service that must be selected at checkout.
Shipping Protection does not guarantee a refund or replacement for every delivery issue. Claims are subject to the terms of this policy and may require verification.
Shipping Protection is separate from our 30-Day Refund & Return Policy and does not extend the return period.
If your claim is approved, we will determine whether a replacement or refund is the most appropriate resolution.
We reserve the right to investigate claims and deny claims involving fraud, abuse, or inaccurate information.