Package Protection
When you select and pay for Package Protection on your order, it empowers us as the seller to refund or replace your lost or damaged packages.
We will ship your order to the address specified in the checkout. In the event of an issue with your order please contact us right away and let us know what has happened and provide your order number. Depending on the issue, we may ask for more information to get things moving forward.
Damage: If your order is damaged, we will require pictures of the box / packaging that shows the damage. Pictures of the damage to the item(s) in your order. A picture of the shipping label (that shows your name, address and tracking number). We will then get the insurance claim going for you ASAP. You must retain all packaging and the item(s) as they may be required to be inspected by the carrier or returned to us. We will provide instructions on next steps once we receive your email with the pictures mentioned above.
Loss: In the event the order is lost in transit please notify us right away so we can get the claim started for you. We will let you know if we require any more info to get the process started and next steps.
Theft: We do not cover theft of items that are showing as delivered by the carrier or signed for at delivery. Once the package is out of the carriers possession they / we will no longer cover the loss. We recommend that you start a claim with your insurance company (ex. homeowners or renters insurance) and / or file a report with your local police department.
Once the claims process is complete, we will replace the affected item(s) for you. In the event we cannot replace the item(s) for you (ex. out of stock, discontinued etc.) a refund will be given for the amount you paid for those items. Shipping, processing and handling fees paid on the original order are not refundable.
Our goal is to get this handled as fast as possible for you. Please understand that some processes are out of our control, and we will need to wait for a response from the carrier etc. to complete the claim for you. Thank you for your patience and understanding!