SHIPPING INSURANCE POLICIES

Packages presumed to be lost

• Order issues for packages presumed to be lost by the carrier (where the status is not "delivered") must be filed no sooner than 7 days after the last tracking update and within 30 days. 

Invalid address or delivery barriers

• Sometimes carriers cannot deliver the customer’s package due to an invalid address or other unexpected delivery barriers. At this point, the carrier might return the package to the sender/retailer. Your package is not actually lost, thus we do not cover this.

Only part of the order delivered

• If you ordered several items in one package but only part of the order arrived and there is no evidence of tampering, we do not cover the order issue. 

• If a single order is being shipped in multiple packages and one package does not arrive, we will cover the order issue and reorder or store credit or refund the value of the undelivered package.

Packages labeled "return to sender"

• We do not cover packages labeled return to sender because the order has been sent back to the retailer. Items are returned to sender when a customer provides an invalid or undeliverable address or refuses a delivery. 

• We cover your order if the package gets lost in-transit back to us.

Order stuck in customs

• We cannot cover when your order is stuck in international borders/customs.

• Your next step is to pay the customs fees in order to receive the package.

Order marked as unfulfilled or unshipped

• If your order is marked as unfulfilled or unshipped, the order hasn’t been fulfilled yet(We could be low on inventory of the items, internal delays with the fulfillment center, etc.).

Order issue filed too soon

• If you are filing an order issue the same day that the package was marked as delivered, at our discretion we may ask you to wait 5 business days. Carriers (FedEx, USPS, UPS, DHL, etc.) sometimes prematurely mark the package as delivered when it’s still in transit.

Delivered but missing package

• At our discretion, we require a police report and a stolen claim form to be filed when your package is marked as delivered:

   1. Customer files the police report and includes an explanation that through our Shipping Insurance option, we have protected your package that has been stolen. To process the order issue with us, we are requiring a police report.

   2. Complete the stolen claim form.

   3. Send us the police report PDF & number in the order issue along with the stolen claim form.

• Upon request, we can require additional documentation (e.g. proof of identity, address, etc.).

• Order issues for packages marked "delivered" yet not received are considered by us as stolen and must be filed 5 days after “delivery date” but no longer than 15 days to ensure it was not misdelivered or easily found around the premises.

**Note: Depending upon the jurisdiction, a false police report may be charged as a misdemeanor or a felony.

Filing a police report

• On orders over $100, we require evidence of the police report

• Customer files the police report and includes an explanation that through our Shipping Insurance option, we have protected your package that has been stolen. To process the order issue with us, we are requiring a police report. Once filed, you can send us the police report PDF & number in the order issue.

• Upon request, we can require additional documentation (e.g. proof of identity, address, notary, etc.).

Delivered to wrong address

• If you input the correct address at checkout and the package was delivered to the wrong address, we consider this as stolen and we will replace the order.

Delivered to wrong address

• If you input the correct address at checkout and the package was delivered to the wrong address, we consider this as stolen and we will replace the order.

Damaged items

• A damaged item is considered to be a broken product that is unusable, clearly fractured, shattered, bent (if not bendable), crushed, etc.

• We require further evidence your damaged item (i.e. more photos, videos, etc.).

• We can offer you a refund for the item that is out of stock. You can always use that refund to order the item when it’s back in stock.

Input wrong address

• If you entered the wrong address at the time of order, we do not cover this.

• You need to reach out to us to remedy the incorrect address.

Quality control

• If you are unsatisfied with your product, our shipping insurance option not a product replacement plan and the order issue cannot be approved.

• You need to reach out to us. This request may be covered under our return policy.

Too late to file

• We can action an order issue that is filed within the bounds of our domestic/international timeline policy. If an order issue is filed outside of this timeline, we will deny the order issue according to these policies:

    1. Order issues for packages marked "delivered" yet not received and where there is no evidence of “porch piracy” must be made 5 days after “delivery date” but no longer than 15 days to ensure it was not misdelivered or easily found around the premises."

    2. Order issues for packages presumed to be lost by the carrier (where the status is not "delivered") must be filed no sooner than 7 days after the last tracking update and within 30 days. 

Expedited shipping hasn't arrived 

• If the your package is delayed for whatever reason, we will not cover it.

• Carriers update their website with expected delays due to inclement weather or other barriers to expected delivery.

• If you paid for expedited shipping but the package arrives outside of the expected window, we will not cover it.

Payment installment company

• For payment installments (Klarna), it is your responsibility to pay the payment installment company directly.

• Once we refund you for your order, you must pay your installments to the payment installment company directly.

No tracking information

• We reserve the right to deny order issues where no tracking number/information is available. 

Package in Pre-Shipment

• We reserve the right to deny order issues where package tracking is marked as "pre-shipment".

Closed order issues

• If you do not respond within 5 days, we will automatically close the order issues. You can open the order issues back up by responding to the original thread.

Didn't want Shipping Insurance option

• If your package has not shipped, we can refund the premium.

• If the item has shipped, Our shipping insurance is already protecting your package and we cannot refund.