Shipping Protection PolicyUpdated 7 days ago

We understand the importance of ensuring that your orders reach you safely and securely. Our Shipping Protection service is designed to offer you peace of mind by providing coverage for lost, stolen, or damaged packages.  Please carefully review the following details to understand your rights and responsibilities when utilizing our protection services:

Orders that do not include Shipping Protection are not protected.
We assume no liability for any loss or damage once the carrier takes possession of an unprotected order.  If you decline Shipping Protection, any claims for missing or damaged packages must be filed directly with the carrier.

1. CLAIMS AND COVERAGE

Customers who opt to purchase Shipping Protection with their orders will be entitled to coverage against loss, theft, or damages during transit. Please note that the Shipping Protection coverage applies solely to the items included in the order for which coverage was purchased and does not extend to items from previous or future orders, or shipping fees paid.  This protection is available for an additional fee and must be selected at the time of purchase.

Coverage Types

To ensure clarity and consistency when processing claims, the following categories define the types of issues eligible under our shipping insurance policy:

Lost in Transit:
A package is considered Lost in Transit when it does not reach the final delivery address and shows no completed delivery scan by the carrier. These shipments may appear to be stuck at a transit location, have no tracking updates for an extended period, or be marked lost by the carrier.   Claims may be eligible for a refund or replacement, pending carrier investigation and internal review.

Claim Eligibility:

• Tracking information does not show a delivered status.
• No package has been received by the customer.
• A minimum of 7 business days has passed with no tracking updates.

Stolen (Delivered but not received):
A package is considered Stolen when the carrier marks the shipment as delivered, but the customer reports they did not receive the item. These claims are handled on a case-by-case basis. Resolution may include store credit or replacements only. 

Claim Eligibility:

• Tracking status shows "Delivered."
• Customer reports package was not received.
• Customer confirms they have checked all possible delivery locations (e.g., front door, mailbox, neighbors, building management).
• A waiting period of 24–48 hours may be required to allow for delayed final delivery or misplacement.

Damaged in Transit:
A package is considered Damaged in Transit when the customer receives the order, but one or more items are physically damaged due to mishandling during shipment.  Once verified, the customer may be eligible for a replacement or refund to the original method of payment.

Claim Eligibility:

• Package must be marked as delivered.
• Customer provides clear photographic evidence of the damage, including:
• The shipping box or packaging (showing external damage)
• The damaged item(s)
• The shipping label

When to File a Claim

Claims must be filed within the timelines listed below. 

Your claim may be denied if it is not filed in accordance with these timelines.

How to Submit a Claim

We’ve made submitting a claim quick and easy with our online claim form. Once your claim is submitted, we will begin investigating the damaged, lost, or stolen package. Please allow up to 5 business days for us to review and process your claim. 

Claim Approval/Denial

For claims involving packages that the carrier has confirmed as delivered, we reserve the right to deny a claim if it is determined to be false, inaccurate, abusive, or if we recognize patterns of excessive claims. 

Claim Payment 

Once a claim has been approved, compensation will be issued as follows:

• Lost Orders: Claims approved for lost packages will be reimbursed via a refund to the original form of payment.
• Stolen or Damaged Orders: Claims approved for stolen or damaged items will be reimbursed in the form of store credit or a replacement. 

Please review our claim types before filing to ensure your situation qualifies under the correct category. The type of claim you file determines how your reimbursement will be processed.

2. LIMITATIONS 

At our discretion, we may limit the number of claims a customer can file under our Shipping Protection policy. Once a limitation is set, it will remain in effect for a period of 365 days, during which time no further claims will be accepted.  

This limitation can be applied at the time of or after the current outstanding claim, if any, has been processed. 

Reasons We Limit Claims

We reserve the right to implement this limitation based on our assessment of each individual case, and when excessive claims, abuse of coverage or Fraud have been found.

Coverage Exclusions

The following are excluded from coverage: 

• Items sent to incorrect addresses provided by the customer.
• Loss or damage due to natural events (e.g., floods, earthquakes, severe weather).
• Damage occurring after customer delivery.
• Shipping is non-refundable.
• Shipping protection cannot be canceled after an order has shipped.
• Protection must be purchased when the order is placed.
• Orders that do not include Shipping Protection because coverage was not purchased.

Abuse of Coverage  

If it is determined that there has been an abuse of coverage or fraudulent activity, any open or future claims will be denied. Examples of abuse of coverage are but not limited to:

• Filing a claim for an item that was not lost, stolen or damaged.
• Claims made for packages that were received and falsely reported as missing or stolen.

Excessive Claims

In cases where a pattern of excessive claims is observed, or if it is determined that there has been an abuse of coverage or fraudulent activity, any open or future claims will be denied. 

Examples of abuse of coverage are but not limited to:

• Filing a claim for an item that was not lost, stolen or damaged.
• Claims made for packages that were received and falsely reported as missing or stolen.
  

3. POLICY UPDATES

We reserve the right to modify or update this Shipping Protection Policy at any time without prior notice. Any changes will be effective immediately upon posting on our website. 

 4. AGREEMENT

By purchasing Shipping Protection with your order, you acknowledge and agree to the terms and conditions outlined in this policy. Our goal is to provide exceptional service and support, ensuring that your shipments are handled with care throughout the entire process.