Your Store Shipping Protection Policy
What this policy covers
This policy explains what Your Store does when an order runs into a delivery problem. It applies to orders where you added shipping protection at checkout.
We cover packages that are lost in transit, stolen after delivery or damaged when it arrives.
About shipping protection
Shipping protection is an optional fee you can add at checkout. It is Your Store's own protection program, not an insurance policy: we decide claims under the rules on this page.
What is not covered
- Orders sent to an address that was entered incorrectly at checkout.
- Orders collected through store pick-up, since they are not shipped.
- Damage caused after delivery, or by misuse of the product.
- Delays where the package is still moving and arrives.
- Orders placed without shipping protection. We will still do our best to help.
How to file a claim
File your claim through email to [email protected] within 30 days of the expected delivery date. Please include:
- Your order number and the email address used for the order.
- What happened: lost, stolen or damaged.
- For damaged items, clear photos of the item, the box and the shipping label.
When a package counts as lost
If tracking has not updated for 5 business days after the expected delivery date, we treat the package as lost. If tracking shows it was delivered, please check with neighbors and anyone else at the address, and allow a day or two for it to turn up, before filing a claim.
How we resolve claims
We reply within 2 business days. When a claim is approved, we make it right with a refund, a replacement or store credit, depending on stock and what you prefer. We may ask for more information before we decide.
Fair use
To keep this program fair for everyone, we accept up to 2 claims per customer in any 12 months. We may decline claims where we see signs of fraud or abuse.
Questions
Contact us at [email protected] and we will be happy to help.