A damaged item is considered as broken if it is clearly fractured, in unusable condition, shattered, crushed, and/or bent.
Shipped Shield does not cover any cosmetic damage, manufacturing defect, damage caused by insufficient packaging, or unsealed items. At our discretion, we may offer a partial refund as a courtesy depending on the severity of the cosmetic imperfection.
Damaged claims must be filed within 7 days from the package delivered date.
A package is considered as lost if
(1) the package is shipped but not delivered and there are no tracking update for at least 7 days or
(2) the package was undeliverable due to invalid address or any other delivery issues and the package is returned to sender.
Lost package claims must be filed no sooner than 7 days after the last tracking update and no later than 21 days from the last update.
A package is considered as stolen when a package is delivered, but missing. A police report is required for orders over $100.
Stolen claims must be filed no sooner than 7 days after the last tracking update and no later than 14 days from the package delivered date.
Shipped Shield is unable to reorder any customized item and orders that require ID verifications and will issue a refund for the item.
Shipped Shield will issue a replacement order for the item if it can be purchased individually. If item cannot be purchased individually, a refund will be issued. Shipped Shield is unable to create a subscription on behalf of the customer.
Shipped Shield does not have full visibility of a merchant’s inventory. If a replacement item is out-of-stock, Shipped Shield will issue a refund.
If an order has multiple packages and one or more packages are missing, Shipped Shield will reorder the items in the missing packages.
Shipped Shield does not cover the scenario where an item is missing from the order and the package was not tampered with. Customers need to contact the merchant to fulfill the missing items.
Shipped Shield does not cover order issues due to wrong address inputted by the customer.
If an order is marked as unfulfilled and unshipped, it’s not yet fulfilled by the retailer. Shipped Shield policy is not yet in effect until the order is fulfilled or shipped by the retailer with a carrier tracking number.
If a claim is filed too soon, Shipped Shield will prompt you to wait until the policy timeframe is met.
If a claim is filed too late, Shipped Shield will deny the claim as it falls outside of the policy timeframe.
Shipped Shield does not cover product returns if a customer is not satisfied with the product purchased. The customer needs to reach out to the merchant to resolve this issue and request a return according to the merchant policy.
Shipped Shield reserves the right to request additional evidence or information to process the claim. If the customer does not respond within 5 days, the claim will be automatically closed.
The customer can reopen the claim by responding to the original request as long as the reopen date falls within the policy timeframe.
When a claim is approved, Shipped Shield will issue a replacement for the claimed items. If a replacement is not available, a refund will be issued.
When replacing an item, Shipped Shield covers the subtotal of the item, shipping costs, and taxes.
When refunding an item, Shipped Shield covers the subtotal of the item. Shipping costs, taxes, and Shipped Shield assurance cost are not included.