Our Shipping Protection covers lost and damaged items that fit the following criteria:
Order issues for packages presumed to be lost by the carrier (where the status is not "delivered") must be filed no later than seven days after the scheduled delivery date for United States domestic shipments (20 days for international shipments, including Canada, unless a Canadian merchant is shipping within Canada, in which case the seven-day domestic shipment timeline applies) and within 30 days from the last checkpoint.
Any items marked as "delivered" by the carrier that are missing from the delivery location are not covered by insurance. These are considered stolen packages which are not covered under the shipper protection insurance.
A damaged item is considered to be a broken product that is unusable, clearly fractured, shattered, bent (if not bendable), crushed, etc. Items marked "damaged" by the carrier will be replaced immediately after you contact us. Items not marked "damaged" by the carrier will require photos in order to validate the claim.
The insured shipping protection is not a guarantee for the two-day delivery. Delays during transit are rare and are not covered by the insurance.
Shipping protection does not expedite delivery times. If you wish to add overnight shipping or any other express shipment options, you will need to contact us prior to placing your order to have the additional shipping costs included with your order.
Filing a claim
To file a claim for a lost shipment or damaged shipment, please contact customer service.