PROTECT YOUR DELIVERY WITH NAVIDIUM
There’s no need to wait weeks for claims to be processed by couriers - protect your parcel with just a small % of the order value and we’ll offer you a replacement* right away.
* Replacement provided if all items are in stock. Otherwise we will offer you a credit note.
WHAT WE DEEM AS LOST:
Shipment states ‘delivered’ but you have not received it. We ask that you allow up to 5 working days for your parcel to be delivered. Sometimes the courier prematurely marks it as delivered and tries a redelivery, it turns up in a secure location at your property or it may be at your neighbors.
Your tracking has not updated for 6 weeks.
We reserve the right to classify this as a ‘delay’ if there is a high volume of parcels in the network and we are aware of delays, otherwise we will offer a refund or replacement right away.
WHAT WE DEEM AS DAMAGED:
- Items arrive damaged in transit - clothing/plushie is wet, stained, torn, album outbox crushed etc
- Some of your order is missing due to the box/packet opening in transit
- Please contact us immediately at email@example.com if your items have arrived damaged or something is missing. Submit photo and/or video evidence of tampered items.
WHAT WE DO NOT COVER:
- Missing parcels or redelivery fees due to invalid / incorrect address information provided by you
- Delays in transit
- Order marked as unfulfilled or unshipped. This may be due to a pre-order or delay in shipping during high-volume periods (ex. Holidays).
- International orders stuck in customs - we can't be held responsible for customs delays. Please get in touch with your chosen carrier and pay required customs fees. If you refuse customs payments, we are not liable for any return to sender fees and these will be deducted from your refund.
- Items that are returned to us for a refund or exchange that are in an unsellable condition.
- If you requested items to be left outside your property and they go missing - this waives the right to any claim as per carrier terms and conditions.
- If you are unsatisfied with their product, Navidium is not a product replacement plan.
HOW TO SUBMIT YOUR CLAIM
If your parcel is lost or damaged, please contact us at firstname.lastname@example.org from the email address you used to place your order. A member of our customer service team will happily assist you within 1-2 business days. What to include in your claim:
- Subject line: CLAIM for order #12345 (your order#)
- Description of your issue
- Photo/video evidence of damage
We will continue to track your parcel and should it appear, we request it be sent back to us at our expense.
By selecting Navidium shipping protection, you agree to these terms.
We ask that you do not get in touch with us regarding a missing parcel until the allotted time has passed for it to be deemed as lost.
This is our protection policy. Navidium shipping protection is non-refundable.
OUR POLICY FOR UNPROTECTED PACKAGES
By choosing to NOT protect your purchase. you, the customer is solely responsible to work with the courier either locate your parcel or deem it as lost. This may take up to 6-8 weeks and is at the discretion of the courier.
If your parcel has a GPS location or photographic evidence that it has been delivered to your property, is with a neighbor or at a secure location, we are not responsible for a refund or replacement.
CLICK HERE to submit missing mail search with USPS.