Order protection is an optional service available at checkout that provides additional assistance when a shipment is affected by certain delivery problems, including qualifying cases of loss, theft, or transit damage. Customers who select this option can use a dedicated claims process that is intended to provide a more direct resolution than relying solely on a standard carrier investigation. The protection applies according to the terms and conditions in effect when the order is placed.

The cost of order protection is calculated based on the value of the applicable purchase and is added to the order total when the customer selects the service. The protection fee is non-refundable because coverage begins once the order has been placed. Selecting this option does not guarantee that every shipping issue will qualify for compensation, as claims remain subject to the eligibility requirements and review process described in this policy.

When an eligible claim is approved, the available resolution will depend on the circumstances and inventory status of the affected merchandise. If replacement products are available, replacement items may be shipped to the customer. When the original products are no longer available, an alternative resolution may be provided in the form of store credit or a refund corresponding to the value of the qualifying items affected by the incident.

A shipment may be treated as missing when tracking indicates that delivery has been completed but the customer cannot locate the package. Customers should not immediately submit a claim in this situation because a package may have been left in a secure location, delivered to a nearby household, or incorrectly marked as delivered before it actually arrives. A short waiting period is required to allow additional time for the shipment to appear. If the package remains unavailable after the applicable waiting period, the customer may then submit a claim for review.

A shipment can also be considered potentially lost when tracking information has stopped updating for a significant period beyond the expected delivery timeframe. The amount of time required may vary depending on the selected shipping service and the circumstances of the shipment. Carrier-wide disruptions, weather events, transportation problems, or other known network delays may affect delivery estimates. When an active carrier delay is known, the shipment may be treated as delayed rather than lost, and customers may be asked to allow additional time before a claim can be evaluated.

Protection may also apply to merchandise that arrives damaged as a result of transportation. Examples can include products that are broken, crushed, torn, or otherwise physically compromised while being shipped. Claims may also be considered when merchandise is missing from a package because of a packaging or transit-related issue. Customers should report visible damage or missing contents as soon as possible after delivery and provide clear photographs showing the condition of the package and affected merchandise when requested.

Photographic documentation is important because it allows the claim to be reviewed more efficiently. Customers should preserve the original packaging and any damaged materials whenever possible until the claim has been evaluated. Images should clearly show the condition of the shipping package, labels, packaging materials, and affected products when relevant. Additional information may be requested if the submitted documentation does not provide enough detail to determine what occurred.

Protection does not apply to every delivery circumstance. A package that is simply delayed while remaining in transit does not automatically qualify for replacement or reimbursement. Orders affected by an incorrect, incomplete, or otherwise inaccurate shipping address entered by the customer are also excluded from coverage. International shipments may encounter customs inspections, duties, clearance requirements, or other governmental procedures, and these matters are generally outside the scope of shipping protection.

A customer who specifically authorizes a carrier to leave a package unattended assumes responsibility for the shipment after delivery under circumstances where the package subsequently cannot be located. Such situations are not normally covered as theft or loss under the protection service. Orders that have not yet been shipped or fulfilled are also outside the claims process because they have not entered the transportation stage.

To request assistance, customers should contact support using the email address associated with the order whenever possible. Claims can be submitted by emailing [email protected]. The request should identify the relevant order number, describe the delivery issue clearly, and include photographs or other supporting documentation when applicable. Customers may also call 1-800-847-6255 if they need assistance with the claims process or have questions about the status of a request.

Customers should wait until the applicable eligibility period has passed before filing a claim for a shipment that appears to be lost. Submitting a claim too early may prevent the request from being processed immediately because the package may still be within its expected delivery window. Once the required waiting period has elapsed, the claim can be reviewed based on the available tracking information and supporting documentation.

Claims are handled through the order protection process rather than being dependent on the standard investigation procedures of the shipping carrier. This can provide a more direct method for addressing qualifying shipping incidents. The protection charge itself is not refundable, even if a shipment is ultimately delivered without an incident or a submitted claim does not qualify for compensation.

Orders without shipping protection are handled according to the procedures of the applicable carrier. Customers may need to initiate a carrier investigation directly, and such investigations can require substantially more time depending on the carrier and circumstances. Delivery records, including confirmation information, location data, or delivery photographs, may be reviewed during such investigations. If available evidence indicates that a package was delivered to the correct address or an appropriate nearby location, reimbursement or replacement may not be available.

Customers are encouraged to review their shipping information carefully before completing checkout and to select protection when they want the additional coverage described in these terms. Accurate address information, timely reporting, complete documentation, and adherence to the applicable waiting periods can help make the claims process more efficient. The purpose of order protection is to provide an additional avenue for resolving qualifying shipping problems while establishing clear expectations regarding the situations that are and are not covered.