PROTECT YOUR DELIVERY
Protect your parcel with our Shipping Guarantee and we’ll offer you a refund or ship you a replacement in the event that it gets lost in transit, etc.
We are partnering with Shipsurance for our insurance coverage. We will handle the claim filing process for you so you don't have to stress over it. When you opt-in to Shipping Protection at checkout, we will insure the full value of your order for you. We will process the claim for you and either refund or reship the order in the event that it is not delivered.
*LOSS Claim Note: All LOSS claims for shipments sent via the USPS - If the claim is for a lost* package, the Insured must wait 20 calendar days (for Domestic shipments) or 40 calendar days (for International shipments) before filing claim. *lost in transit, never marked as delivered.
You do not need to wait 20 days for heavy packages (like yoga mats) shipped via UPS or FedEx. For UPS/FedEx, please contact us if there has not been a transit scan for 5 or more business days so we can contact the courier and open a "trace" on the parcel.
♢ You need to contact us within 90 days of shipping confirmation to file a loss claim.
*DAMAGE Claim Note: All packaging material and damaged goods must be kept in the original form as received. Take photos of the package before opening it and again after inspecting the item(s) inside. We cannot file a claim for damaged parcels without photos showing how the package was received.
♢ You need to contact us within 7 days of receipt to file a damage claim.
*WRONGLY DELIVERED Claim Note: If a package has been marked as delivered, but you do not see it, we kindly ask that you look around your property first to make sure the package is not hidden in an odd location (sometimes delivery drivers will hide them out of plain sight). The package may have also been left with a neighbor by mistake. If you are not able to locate your package after doing your due diligence, please contact us to initiate a claim.
We may ask you to wait 24-48 hours after the package is marked as "delivered" as sometimes packages are prematurely marked as delivered and will often show up within the next two business days. NOTE: Delivery drivers now have GPS location records on their trucks and scanners. Both Shipsurance and the courier will have to do a short investigation before we are able to reship/refund the order.
*MISSING ITEMS Claim Note: We take great care in picking/packing your orders and video record the process to ensure that you get everything you've ordered. If you are missing an item, please let us know ASAP so we can review our video records and verify if the order was shipped incomplete.
*ALL Claims Note: In the event that we have to file a claim on your behalf, we will need a signed affidavit from you (a short electronic form just verifying the loss). That document cannot be accepted until 20 days from the ship date for items still in transit. However if the shipment is scanned as delivered, we can sign/submit it at any time.
WHAT WE DEEM AS DAMAGED:
Items that arrive damaged - clothing is wet, stained, torn, etc (or) if some of your order is missing due to the box/packet opening in transit.
Please contact us at email@example.com immediately if your items have arrived damaged or if something is missing. Submit photographic evidence of tampered items. We will need photos to submit a damage claim.
WHAT WE DO NOT COVER:
Missing parcels or redelivery fees due to incorrect address information provided by you, delays in transit and/or orders stuck in customs - we cannot be held responsible for customs delays. Please get in touch with the courier and pay required customs fees. If you refuse customs payments, we are not liable for any return to sender fees and these will be deducted from your refund. Original shipping fees are not refundable for international packages that have been rejected/returned to sender.
If you requested items to be left outside your property and they go missing - this waives the right to any claim as per courier terms and conditions
HOW TO SUBMIT YOUR CLAIM:
If your parcel is lost or damaged, please contact us at firstname.lastname@example.org 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, if applicable.
We will continue to track your parcel and should it appear, we request it be sent back to us at our expense.
We ask that you do not get in touch with us regarding a missing parcel until the allotted time has passed for it to be deemed as lost.
This is our in-house protection policy. We work with Shipsurance to cover all packages at declared value. Shipping Protection is non refundable.
By selecting Shipping Protection, you agree to these terms.
Our Policy for Unprotected Packages
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.