Shipped Shield

Merchant Assurance Guarantee

1. Services and Guarantee

Track

Shipped Track enables visual shipment tracking and real-time notifications to ensure the safe delivery of orders for customers.

Shield

Shipped Shield is a hassle-free solution for resolving shipment issues related to damage, loss or theft, simplifying the process to get a replacement or refund quickly for customers.

Guarantee

If an unexpected problem arises with our services, our assurance guarantee will positively resolve the problem in order to ensure you are 100% satisfied.

2. Definitions and Requirements

Damaged

A damaged item is considered as broken if it is clearly fractured, in unusable condition, shattered, crushed, and/or bent, where the damages were caused during the transit process.

Manufacturing defects, normal wear and tear or damage caused by insufficient packaging is not covered by the Shipped Shield Assurance Guarantee.

Damaged items must be reported in Shield within 7 days from the package Track delivered date.

Lost

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 packages must be reported in Shield no sooner than 7 days after the last Track update and no later than 21 days from the last Track update.

Stolen

A package is considered as stolen when a package is delivered, but missing. A police report is required for orders over $100.

Stolen packages must be reported in Shield no sooner than 7 days after the last Track update and no later than 14 days from the package Track delivered date.

3. Replacements and Refunds

When a request is approved, Shipped Shield will automatically issue a replacement for the item. If a replacement is not available, a refund will be issued.

When issuing a replacement, the item will ship free of charge to the customer.

When issuing a refund, Shipped Shield will only refund the subtotal of the item. Shipping costs, taxes and Shipped Shield costs are not included in the refund.

4. Standards and Exceptions

Order is marked as unfulfilled or unshipped

If an order is marked as unfulfilled and unshipped, it has not yet been fulfilled. Shipped Shield cannot be used until the order is fulfilled or shipped with a carrier tracking number.

Only part of the order was delivered

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 is unable to handle issues where an item is missing from the order and the package was not tampered with.

Incorrect Address

Shipped Shield does not handle order issues due to an incorrect address inputted by the customer.

Order filed too soon

If an issue is reported too soon, Shipped Shield will prompt you to wait until the reporting requirements are met.

Custom items and orders that require ID verification

Shipped Shield is unable to process replacements for any customized item and orders that require ID verifications and will issue a refund instead.

Subscription items

Shipped Shield will issue a replacement for the item if it can be purchased individually. If an item cannot be purchased individually, a refund will be issued. Shipped Shield is unable to create a subscription on behalf of the customer.

Out-of-stock

If a replacement item is out-of-stock, Shipped Shield will issue a refund.

Order filed too late

If an issue is reported too late, Shipped Shield will deny the request as it falls outside of the reporting requirements.

Satisfactory of Items

Shipped Shield cannot handle product returns if a customer is not satisfied with the product purchased. In this case, the customer will need to follow the standard return policy.

Service Fee Refund Requests

If the item has not shipped, Shipped can refund the service fee for Shipped Shield.

If the item has shipped, Shipped can no longer refund the service fee for Shipped Shield

Additional Proof

Shipped Shield may request additional information to process a request. If the customer does not respond within 5 days, the issue will be automatically closed.

The customer can reopen the issue by responding to the original request as long as the reopen date falls within the reporting requirements.