Protect your parcel with our Shipping Protection and we’ll offer a reshipment or store credit for the order in the event that your order was stolen!
As of 2022 around 49 million people have had an experience where their package was stolen, that would be 19% of adults in America! Info found from https://www.security.org/
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 reship your order or issue a store credit for the order in the event that the package was deemed stolen.
♢ You need to contact us within 14 days of the package being delivered to file a claim.
DELIVERED BUT NOT RECEIVED 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. The courier will have to do a short investigation before we are able to reship the order.
ALL CLAIMS NOTE: In the event that we have to file a claim on your behalf, we will need a signed form that confirms that you have not received the package. We ask for this for our insurers purposes.
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 store credit. 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 #YLA12345.
♢ Description of your issue.
Shipping Protection is non refundable.
BY SELECTING SHIPPING PROTECTION, YOU AGREE TO THESES 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 15-20 Days and is at the discretion of the courier.
*If your parcel was delivered with a signature or delivered to an individual we are not responsible for reshipping the order. Also if the carrier has conducted the investigation and found that the package was correctly delivered and has not shown any sign of being stolen we are not responsible for that shipment.