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 7 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 7 day domestic shipment timeline applies) and within 30 days from the last checkpoint.
Items marked at Delivered by the carrier but are missing from the delivery location are not covered by insurance. These are presumably 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.
File a Claim
To file a claim for a Lost Shipment or Damaged Shipment, contact customer service.