Add a layer of protection to your order which ensures replacement for lost, stolen, or damaged packages. When uninsured, shoppers are responsible for filing any claims directly with the shipping carrier (UPS, FedEx, etc). See our Lost and Stolen Package Policy for more information.
Coverage against loss, theft, or damage in transit.
We file the claim and do the investigation.
Faster resolution of shipping issues for you.
Reorder of item(s) depending on in-stock availability, refund of unavailable or custom items.
Our shipping protection extends coverage to your online purchases that may get lost or damaged in transit, or stolen after the carrier's proof of delivery.
Note: Package Protection refunds the cost of the item(s) alone. Shipping costs, taxes, customs/duty fees are not included.
FAQ
Once your order has been fulfilled shipping confirmation with your tracking number will be emailed to you. You can log in to your account on the Login page, or click on the link in your Order Confirmation email. You can also download Shopify’s mobile Shop App for iOS or Android to track your package.
If your order ends up lost, damage, or stolen our support team helps to ensure your order gets replace or refunded as preferred or determined by availability. Claims will be reviewed for approval withing 1-2 business days from filing. Need to file a claim? File here.
Refunds: When refunding an item, we cover the cost of the item(s) alone. Shipping costs, taxes, customs/duty fees are not included.
Reorders: We will reorder the item(s), depending on in-stock availability. Unavailable or custom items may be refunded. We will cover the cost of any reorders including shipping and taxes.
Marked as Delivered (Stolen): Claims will be reviewed no earlier than 5 calendar days and no later than 15 calendar days from when it was marked delivered. Please note, some order issues may require a police report to be filed.
Stuck in Transit (Lost): For domestic orders, claims will be reviewed no earlier than 2 calendar days and no later than 30 calendar days from the last update. The maximum filing time is 90 days from the order date. (*Some back ordered items will be treated as special cases.)
Damaged: Claims for damaged items require photos of the packaging and item(s) and Must be file no later than 15 calendar days from when it was marked delivered.
If your order has arrived damaged please take photos of the packaging it arrived in showing the damage and of the damage to the item(s).
If your order has defects or was damaged during manufacturing please reach out to us, we will help you to initiate a Warranty claim with the manufacturer.
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