What Does Shipping Insurance (Delivery Guarantee) Cover?

Shipping Insurance (Delivery Guarantee) protects your order against eligible issues that occur during the shipping and transportation process before the package is successfully delivered to the shipping address provided at checkout.

Coverage applies only to cases verified by the carrier or our insurance provider.

Covered Situations
✅ Package Lost During Transit

A package may be considered lost if:

Domestic orders have not been delivered within 30 days after shipment.
International orders have not been delivered within 60 days after shipment.
The carrier confirms that the package is lost.
Tracking information has stopped updating for an extended period and the shipment is officially determined to be lost.

Resolution:

A replacement package will be shipped at no additional cost whenever possible.
If replacement is unavailable, compensation up to the amount paid for the purchased item(s) may be provided.
✅ Package Damaged During Transit

Coverage applies when:

The product is damaged during transportation.
The outer packaging is damaged during transit, causing damage to the product.
The claim is submitted within the required period with supporting photos or evidence.

Resolution:

Eligible claims may receive a replacement item or compensation depending on product availability.
✅ Missing Items Due to Transit Issues

Coverage applies when:

Item(s) are missing from the package due to damage or loss during transportation.
The package shows clear signs of damage or tampering during transit.
The issue is verified by our after-sales team and/or carrier.

Resolution:

Missing item(s) or replacement parts will be provided whenever possible.
If replacement is unavailable, compensation may be offered.
What Is NOT Covered

Shipping Insurance does not cover issues that occur after the carrier has successfully delivered the package to the shipping address provided by the customer.

The following situations are not eligible for coverage:

❌ Package Theft After Delivery

Shipping Insurance does not cover packages that are stolen, lost, or taken after being marked as delivered by the carrier.

Examples include:

Package stolen from the doorstep, porch, mailbox, lobby, or other delivery location.
Package taken after being left at the customer's residence or designated delivery location.
Package missing after carrier tracking shows "Delivered."

Customers are responsible for ensuring the security of delivered packages. We recommend using a secure delivery location or requesting a signature confirmation when available.

❌ Incorrect Shipping Information

Including but not limited to:

Incorrect street address.
Wrong apartment/unit number.
Incorrect city, state, or ZIP/postal code.
Incomplete shipping address.
❌ Address Changes After Shipment

Shipping Insurance does not cover:

Requests to change the delivery address after the order has shipped.
Failed address updates after carrier processing.
❌ Successfully Delivered to the Provided Address

If the carrier confirms delivery to the shipping address submitted at checkout, the order is considered successfully delivered, even if:

The customer entered the wrong address.
The billing address differs from the shipping address.
Apple Pay, PayPal, or credit card billing information shows a different address.
❌ Customer-Related Delivery Issues

Including:

Incorrect or invalid phone number.
Recipient unavailable to receive the package.
Refusal to accept delivery.
Failure to collect a package held by the carrier.
Failure to respond to carrier delivery attempts.
❌ Customs, Duties & Government Actions

Shipping Insurance does not cover:

Customs clearance delays.
Import duties, taxes, or fees.
Customs inspection or seizure.
Government restrictions or regulatory actions.
Maximum Coverage

The maximum compensation provided by Shipping Insurance is limited to the actual amount paid for the purchased item(s).

Coverage does not include:

Shipping fees.
Customs duties or taxes.
Additional expenses caused by delivery delays.
Any indirect or consequential losses.