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What happens if my Premium Package Protection claim is approved?Updated 3 months ago

DAMAGED ON DELIVERY

If your order is damaged when it arrives, once your claim is approved, our team will assist in providing a replacement or a store credit for the item.


DELIVERED BUT NOT RECEIVED

For claims where the package is marked as delivered, but has not been received at your confirmed address, we will issue you a replacement once the claim has been approved. If a replacement cannot be sent due to lack of availability or similar, we will issue store credit for the original purchase price of the item(s).

If it does appear that the item/s have been removed from your property without your consent, we do recommend that you provide an alternative address.


NOT DELIVERED, NOT RECEIVED

Presumed lost by the carrier

For packages not marked delivered & presumed lost by the carrier, we will issue store credit for the original purchase price of the item(s) on the approval of your claim.

Unable to deliver due to damage 

For damaged packages, we will issue you a replacement. If a replacement cannot be sent due to lack of availability or similar, we will issue store credit for the original purchase price of the item(s) on the approval of your claim.




HOW DO I FILE A CLAIM?

To file a claim, contact us through our Contact Us form or Live Chat with your Order ID, contact info, and a description of the problem, and we will get back to you within 1-2 business days. Please include photos of damaged items, if applicable. For speedy resolution, please use subject line: "Premium Package Protection Order [Your July order number]" 


WHAT IF I DON’T HAVE PREMIUM PACKAGE PROTECTION?

If you declined Premium Package Protection and your package has been lost, stolen, or damaged, please contact the shipping carrier directly to seek a resolution. Without Premium Package Protection on your order, a courier investigation will have to be completed before further action is taken.

 

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