Package Protection Policy

Package Protection Policy

Our optional Package Protection is a paid service that helps protect your order if it is lost, stolen, or damaged in transit. This protection is provided directly by us, not by any third-party insurer.

How Package Protection Works

• You can add Package Protection during checkout. It is optional but recommended.
• The cost is $2.00 for orders up to $100 and 3% of the order total for orders over $100 (calculated on the merchandise total after discounts, before shipping and taxes).
• Package Protection must be purchased at the time of checkout and cannot be added retroactively.
• Only orders with Package Protection are eligible for coverage under this policy.

What Is Covered

Package Protection covers shipping issues that occur after your order has been handed to the carrier and before it is delivered, including:

• Lost packages – tracking never shows “delivered” and the shipment stops updating in transit.
• Stolen packages – tracking shows “delivered” to the correct address, but you did not receive the package.
• Damaged items – items that arrive broken, crushed, leaking, or otherwise unusable due to carrier handling.

What Is Not Covered

• Orders without Package Protection purchased at checkout.
• Orders where the shipping address entered at checkout was incorrect or incomplete.
• Packages that are returned to us by the carrier due to an invalid address, refusal, or delivery barrier.
• Carrier delivery delays (including delays on expedited services).
• Issues that occur after delivery, such as improper storage or handling after the package is received.
• Manufacturing defects, quality complaints, or dissatisfaction with the product itself. Those are handled under our standard store policies, not Package Protection.

Time Windows to File a Claim

• Damaged packages: claims must be filed within 30 days of the delivery date.
• Stolen packages: claims can be filed between 5 and 30 days after the tracking shows “delivered.” We ask that you wait 5 days because carriers sometimes scan a package early or a neighbor may deliver it to you later.
• Lost packages (never delivered):
  • For domestic shipments, the package is considered lost if there are no new tracking updates for at least 7 days.
  • For international shipments, the package is considered lost if there are no new tracking updates for at least 20 days.
  • In either case, claims must be filed within 30 days of the last tracking update.

Evidence Required

• Damaged orders: clear photos of the outer packaging, shipping label, and the damaged item(s) are required.
• Stolen orders: we may ask you to check with household members, neighbors, or your building management, and we may request a police report for higher-value orders.
• Lost orders: we rely on the carrier’s tracking history and may ask you to confirm with the carrier that the package cannot be located.

Resolutions

For approved claims, we will generally provide one of the following at our discretion:

• Replacement shipment of the affected item(s), subject to current inventory and product availability; or
• Store credit up to the value of the protected items and associated shipping/taxes.

Package Protection fees are non-refundable and are not themselves covered by this policy.

How to File a Claim

• Claims must be submitted through our Package Protection Claim Form on our website.
• You will need your order number, the email address used at checkout, and a description of what happened.
• For damage claims, please attach photos (and any relevant screenshots/tracking details, if available).

During the claim review, you agree to work with us in good faith, provide requested information, and allow us time to investigate with the carrier.