Shipping Protection (Delivery Guarantee)
Shipping Protection is an optional service designed to provide additional protection for eligible shipping issues that occur while your order is in transit or during the delivery process.
It may cover eligible loss during transit, transit damage, items missing because of eligible shipping issues, and certain delivery problems verified through tracking information, supporting evidence, or a carrier investigation.
Shipping Protection is optional and is not required to place an order with Floysun Jewelry.
If Shipping Protection is not selected, our standard Shipping Policy, Refund Policy, and any rights available under applicable law will still apply.
1. What Does Shipping Protection Cover?
Shipping Protection provides additional coverage for eligible shipping-related issues occurring during transportation or in connection with delivery to the shipping address provided at checkout.
Eligible claims may include:
- Packages lost during transit.
- Items damaged during transportation.
- Items missing because of eligible carrier handling or transportation issues.
- Certain carrier-confirmed misdelivery or delivery problems.
Claims are reviewed based on available tracking information, supporting documentation, and, when necessary, information provided by the shipping carrier or our shipping protection provider.
Approval is subject to the circumstances of each shipment and the terms outlined in this policy.
2. Covered Situations
✅ Package Lost During Transit
A shipment may be considered lost when one or more of the following applies:
- A domestic shipment has not been delivered within 30 calendar days after shipment.
- An international shipment has not been delivered within 60 calendar days after shipment.
- The carrier confirms that the shipment has been lost.
- Tracking has stopped updating for an extended period and the shipment is determined to be lost following an investigation.
A delay alone does not automatically mean that a shipment is lost.
In some cases, we may need to wait for the carrier to complete its investigation before approving a claim.
Claim deadline
Once a shipment meets the applicable lost-package criteria or is confirmed lost by the carrier, please submit a claim through our Shipping Protection Claim Portal as soon as possible.
Claims must normally be submitted within 14 calendar days after the shipment becomes eligible to be considered lost or after the carrier confirms the loss.
Resolution
For an approved claim, our standard resolution is a free replacement or reshipment.
We will normally:
- Reship the eligible item(s) or order at no additional product cost.
- Cover reasonable reshipping costs.
- Offer an appropriate alternative replacement if the original item is unavailable.
If a replacement cannot reasonably be provided, or another remedy is required by applicable consumer law, another appropriate resolution may be offered.
✅ Package Damaged During Transit
Shipping Protection may cover products that are damaged while being transported to you.
Eligible situations may include:
- The product is physically damaged during transportation.
- The outer shipping package is damaged during transit and the damage affects the product inside.
- The item arrives broken or materially damaged as a result of transportation.
Minor damage to the outer shipping package alone, where the product itself remains undamaged, is not considered product damage.
Claim deadline
Damage claims must be submitted within 14 calendar days from the date tracking shows Delivered.
Please keep the affected product, original shipping packaging, shipping label, and any damaged packaging until the claim has been resolved.
Supporting evidence may include:
- Clear photographs or videos of the damaged item.
- Photographs of the outer packaging.
- Photographs of the shipping label.
- Photographs showing the condition of the package when received.
- Other supporting information reasonably required to review the claim.
Resolution
For an approved claim, the affected item will normally be replaced at no additional product or shipping cost.
✅ Missing Item(s) From a Delivered Package
Shipping Protection may cover one or more purchased items that are missing from a delivered package when the loss appears to have occurred during carrier handling or transportation.
Examples may include:
- A package showing signs of damage or opening during transportation.
- An item being lost from a package because of verified carrier mishandling or transit damage.
- Other shipping-related circumstances resulting in one or more items being missing when the package arrives.
Floysun fulfillment errors are handled separately.
If an item was omitted from the shipment because of a confirmed Floysun packing or fulfillment error, the issue will be handled under our standard customer-service policies regardless of whether Shipping Protection was purchased.
Claim deadline
Shipping Protection claims for missing items must be submitted within 14 calendar days from the date tracking shows Delivered.
We may request:
- Photographs of the package and all contents received.
- Photographs of the shipping label.
- Photographs of the inside and outside of the package.
- Packaging materials and any visible signs of damage or tampering.
- Other information reasonably required to review the shipment.
Resolution
For an approved Shipping Protection claim, the missing item(s) will normally be resent at no additional product or shipping cost.
✅ Tracking Shows Delivered, but the Package Was Not Received
If tracking shows Delivered but you cannot locate your package, please submit a claim within 14 calendar days from the date tracking changed to Delivered.
Before submitting a claim, we recommend checking:
- Around the delivery location.
- Your mailbox or parcel locker.
- Your porch, entrance, side door, or other safe delivery areas.
- With household members.
- With neighbors.
- With reception, concierge, mailroom, or building management where applicable.
- Directly with the local delivery carrier.
We may request that a carrier investigation be opened.
Shipping Protection may apply if the investigation indicates that the parcel was:
- Delivered to the wrong address.
- Misdelivered by the carrier.
- Lost before successful delivery.
- Otherwise affected by a verified carrier or shipping error.
If the carrier confirms that the package was correctly and successfully delivered to the shipping address or designated delivery location provided at checkout, subsequent disappearance or theft is not covered under this Shipping Protection plan.
Resolution
Where an eligible claim is approved following review or carrier investigation, the eligible item(s) or order will normally be reshipped at no additional product or shipping cost.
3. What Is Not Covered?
Shipping Protection does not cover every delivery-related situation.
The following circumstances are generally excluded.
❌ Theft or Loss After Correct Delivery
Shipping Protection does not cover theft, disappearance, or loss that occurs after a package has been correctly and successfully delivered to the address or designated delivery location provided at checkout.
Examples include:
- A package stolen from a doorstep or porch after correct delivery.
- A package taken from a mailbox, lobby, parcel room, reception area, or other delivery location after correct delivery.
- A package that disappears after the carrier has confirmed successful delivery to the correct location.
Customers are encouraged to use a secure delivery location whenever possible.
Where available, signature confirmation or another secure delivery option may be considered for higher-value orders.
❌ Incorrect or Incomplete Shipping Information
Shipping Protection does not cover delivery problems caused by incorrect or incomplete information supplied by the customer.
This may include:
- Incorrect street address.
- Incorrect house or building number.
- Incorrect apartment, suite, or unit number.
- Incorrect city, state, province, ZIP code, or postal code.
- Missing address information.
- An incorrect or invalid recipient name where it affects delivery.
- Incorrect or invalid telephone information where it prevents delivery.
Customers are responsible for checking their shipping information before completing checkout.
If you notice an address error before your order ships, please contact us as soon as possible.
❌ Address Changes After Shipment
Once a shipment has been handed to the carrier, Shipping Protection does not guarantee that a delivery address can be changed.
The following are not covered:
- An unsuccessful request to change the delivery address after shipment.
- A package delivered according to the original shipping information supplied at checkout.
- Problems resulting from an address change requested after the carrier has begun processing the shipment.
❌ Unclaimed, Held-for-Pickup, Refused, or Customer-Caused Delivery Failure
Shipping Protection does not normally apply when delivery fails because of circumstances attributable to the recipient.
This includes:
- Failure to collect a package held for pickup.
- Failure to respond to carrier delivery or collection notifications.
- Failure to arrange redelivery after reasonable delivery attempts.
- Refusal to accept the shipment.
- Recipient unavailability where reasonable collection or redelivery options were provided.
- Failure to provide information requested by the carrier.
- Abandonment of a shipment.
- Incorrect or incomplete recipient information supplied at checkout.
If tracking shows Held for Pickup, Awaiting Collection, Available for Pickup, Ready for Collection, or a similar status, the customer is responsible for collecting the shipment within the timeframe specified by the carrier.
Packages that are unclaimed, refused, not collected from a carrier pickup location, or returned because the recipient failed to respond to reasonable carrier requests are not considered lost in transit for Shipping Protection purposes.
A package marked Return to Sender or Returning to Sender is not automatically considered eligible for Shipping Protection.
If the customer provided complete and correct delivery information and complied with reasonable carrier requirements, but the shipment was returned or became undeliverable because of a confirmed carrier error, we will review the case separately.
❌ Customs, Import Duties, or Government Actions
Shipping Protection does not cover:
- Customs processing delays.
- Import duties.
- Customs taxes or fees.
- Customs inspection.
- Customs seizure.
- Government restrictions.
- Regulatory action.
- Delays caused by customs or border authorities.
Please refer to our Shipping Policy for information regarding international shipping, taxes, and duties.
❌ Normal Delivery Delays
A shipment arriving later than the estimated delivery date is not automatically considered lost.
Shipping estimates are not guaranteed delivery dates unless specifically stated otherwise.
Weather, peak shipping periods, customs processing, carrier disruptions, public holidays, and other transportation circumstances may affect delivery times.
A shipment must meet the lost-package criteria described in this policy before it can be considered eligible as Lost During Transit.
❌ Product Issues Unrelated to Shipping
Shipping Protection is intended for eligible shipping-related problems.
It does not replace our normal Refund, Return & Warranty Policy and does not cover issues unrelated to transportation, including:
- Change of mind.
- Incorrect size selected by the customer.
- Personal preference.
- Normal characteristics of natural materials.
- Manufacturing defects unrelated to transportation.
- Loose or detached stones or pearls resulting from product-quality issues rather than transportation.
- Chain, clasp, connector, setting, or other structural product-quality issues.
- General return or exchange requests.
These situations will be handled under the applicable Floysun Jewelry return, refund, exchange, or warranty policy.
4. Claim Submission Time Limits
To help us investigate shipping issues promptly, the following claim deadlines apply:
Damaged During Transit
Within 14 calendar days after tracking shows Delivered.
Missing Item(s) from Package
Within 14 calendar days after tracking shows Delivered.
Delivered but Not Received
Within 14 calendar days after tracking shows Delivered.
Lost During Transit
The shipment must first meet the applicable lost-package criteria or be confirmed lost by the carrier.
The claim must then normally be submitted within 14 calendar days after the shipment becomes eligible to be considered lost or after the carrier confirms the loss.
Claims submitted after these periods may not be eligible for Shipping Protection coverage, except where otherwise required by applicable law.
5. How to Submit a Claim
If your order includes Shipping Protection and you experience an eligible shipping issue, please submit your claim through our Shipping Protection Claim Portal.
Please select the claim category that best describes your issue:
- Damaged During Transit
- Missing Item(s) from Package
- Delivered but Not Received
- Lost During Transit
Depending on the claim type, you may be asked to provide:
- Your order number.
- The email address used to place the order.
- Tracking or carrier information.
- A brief description of the shipping issue.
- Clear photos or videos of the affected item, where applicable.
- Photos of the outer packaging and shipping label.
- Photos showing all items received, where applicable.
- Carrier correspondence where applicable.
- Other supporting information reasonably required to review the claim.
Please keep the affected item, any detached components, original shipping packaging, and shipping label until your claim has been resolved.
If you are unable to submit a claim through the portal, please contact service@floysun.com for assistance.
Submitting a claim does not automatically guarantee approval.
All claims remain subject to the eligibility requirements, exclusions, and claim deadlines set out in this Shipping Protection Policy.
6. Claim Review
After receiving the required information, our team will review the claim.
Depending on the circumstances, we may:
- Review tracking records.
- Request additional photographs or documentation.
- Contact the shipping carrier.
- Request that a carrier investigation be opened.
- Verify the shipping address and delivery information.
- Review the customer's delivery or collection actions where relevant.
- Consult our shipping protection provider where applicable.
Submitting a claim does not automatically guarantee approval.
We aim to review claims fairly based on the available evidence and the terms of this Shipping Protection Policy.
7. Claim Resolution
For an approved Shipping Protection claim, our standard resolution is a free replacement or reshipment.
Depending on the claim type:
- Damaged During Transit: The affected item will normally be replaced.
- Missing Item(s) from Package: The missing item(s) will normally be resent.
- Delivered but Not Received: Where the claim is approved following review or carrier investigation, the eligible item(s) or order will normally be reshipped.
- Lost During Transit: Once the shipment is confirmed or determined to be lost under this policy, the eligible item(s) or order will normally be reshipped.
Floysun will cover:
- The cost of the approved replacement item(s).
- Reasonable reshipping costs associated with the approved replacement or reshipment.
If the original item is unavailable, an equivalent or appropriate alternative replacement may be offered.
If a replacement cannot reasonably be provided, or another remedy is required by applicable consumer law, we may provide:
- An alternative replacement.
- Store credit.
- A refund.
- Another appropriate resolution.
A refund is therefore not the standard first resolution for an approved Shipping Protection claim.
8. Maximum Coverage
Where a monetary refund or reimbursement is provided instead of replacement or reshipment, the maximum amount will generally be limited to the actual amount paid for the affected covered merchandise.
The exclusions below apply to monetary compensation and do not affect reasonable reshipping costs covered by Floysun for an approved replacement or reshipment under Section 7.
Unless otherwise required by applicable law, monetary compensation does not include:
- Original shipping charges.
- Expedited shipping fees.
- Shipping Protection fees.
- Customs duties.
- Import taxes.
- Brokerage fees.
- Currency exchange losses.
- Costs incurred because of delivery delays.
- Lost income.
- Travel expenses.
- Other indirect or consequential losses.
9. Shipping Protection Fee
Shipping Protection is an optional paid service and must be selected when offered during the shopping or checkout process.
If an order is cancelled before shipment, any applicable Shipping Protection charge associated with the cancelled order will normally be refunded together with the cancelled order.
Once an order has been shipped and Shipping Protection coverage has begun, the Shipping Protection fee is generally non-refundable, except where required by applicable law.
Shipping Protection cannot be purchased separately from an eligible merchandise order.
10. Orders Without Shipping Protection
Choosing not to purchase Shipping Protection does not remove any rights you may have under Floysun Jewelry's standard policies or applicable consumer law.
However, the additional benefits provided specifically under this Shipping Protection plan will not apply to an order where Shipping Protection was not purchased.
For orders without Shipping Protection, shipping and delivery issues will be reviewed according to our standard:
- Shipping Policy.
- Refund, Return & Warranty Policy.
- Applicable consumer-protection requirements.
Confirmed Floysun fulfillment errors, such as an item being accidentally omitted from the original shipment, will be handled under our standard customer-service policies regardless of whether Shipping Protection was purchased.
11. Relationship With Other Floysun Policies
Shipping Protection provides additional protection for eligible shipping-related incidents.
It does not replace or override our:
- Refund, Return & Warranty Policy.
- Shipping Policy.
- Terms of Service.
- Product warranty or quality policies.
- Rights or remedies that cannot legally be excluded under applicable consumer law.
Where there is a conflict between this Shipping Protection Policy and a mandatory requirement of applicable law, the applicable law will prevail.
12. Fraudulent or Misleading Claims
Floysun Jewelry reserves the right to deny claims involving:
- Fraudulent information.
- Materially misleading information.
- Altered or falsified photographs or documents.
- False delivery or loss statements.
- Other intentionally misleading evidence.
Repeated claims or unusual claim activity may require additional verification.
We may request additional information or carrier confirmation where reasonably necessary.
This provision does not affect legitimate claims submitted in good faith.
13. Contact Us
If your order includes Shipping Protection and you experience an eligible shipping issue, please submit your claim through our Shipping Protection Claim Portal.
If you need assistance with the claim process, please contact:
Floysun Jewelry Customer Service
Email: service@floysun.com
For product defects, warranty issues, returns, exchanges, cancellations, or other matters unrelated to transportation, please contact Customer Service rather than submitting a Shipping Protection claim.
