Shipping Protection/Delivery Guarantee
WHAT WE DEEM AS LOST:
Shipment states ‘delivered’ but you have not received it. Depending on where you live, we ask that you allow up to 5 business days for your parcel to be delivered. Sometimes the courier prematurely marks it as delivered and tries a redelivery, it turns up in a secure location at your property or it may be at your neighbors.
- Your tracking has not updated for 2 weeks from the ship date.
We reserve the right to class this as a ‘delay’ if there is a high volume of parcels in the network and we are aware of delays, otherwise we will offer a refund or replacement.
WHAT WE DEEM AS DAMAGED:
- Items arrive damaged in transit - product has visible damaged and is unusable.
- Some of your order is missing due to the box/packet opening in transit
Please contact us at firstname.lastname@example.org immediately if your items have arrived damaged or if something is missing. Submit photographic evidence of tampered items.
WHAT WE DO NOT COVER:
- Missing parcels or redelivery fees due to incorrect address information provided by you
- Delays in transit
- Order marked as unfulfilled or unshipped. This may be due to inventory issues or dispatch delays
- Items that are returned to us for an unauthorized refund or exchange
- If you requested items to be left outside your property and they go missing - this waives the right to any claim as per carrier terms and conditions
HOW TO SUBMIT YOUR CLAIM:
If your parcel is lost or damaged, please contact us on email@example.com from the email address you used to place your order. A member of our customer service team will assist you within 1-2 working days. What to include in your claim:
- Subject line: CLAIM for order #12345
- Description of your issue
- Photo evidence of damage
By selecting Delivery Guarantee, you agree to these terms.
Please do not email regarding a missing parcel until the allotted time has passed for it to be deemed as lost.
This is our in-house protection policy. Delivery Guarantee is NON-REFUNDABLE.
OUR POLICY FOR UNPROTECTED PARCELS:
We will follow the claims policy with your selected courier to either locate your parcel or deem it as lost. This may take 6-8 weeks and is at the discretion of the courier.
If your parcel has a GPS location or photographic evidence that it has been delivered to your property, is with a neighbor or at a secure location, we are not responsible for a refund or replacement.