When Can I File An Insurance Claim?
For domestic packages (packages mailed within the United States), we do not consider a package lost until it has been missing for at least 20 days from the ship date. After this time a package can be declared lost and you can file a claim by emailing our customer service team.
For international packages (packages mailed outside the United States), we do not consider a package lost until 30 days* from the ship date. After this time, a package can declared lost and you can file a claim by emailing our customer service team.
* The following countries are known for having exceptionally slow service, so we must wait 40 days instead of 30 before declaring a package lost:
- South Africa
My Package is Stuck in Chicago?
International packages do not provide tracking information past Chicago. Once a package leaves Chicago, it leaves the United States and the tracking will stop. This does not mean your package is lost, the United States Postal Service just does not track packages outside of the United States.
Why Do I Need to Purchase Insurance?
Once an order has been filled and shipped, we have fulfilled our responsibility. The next step is to have the chosen carrier deliver the package to you, which is their responsibility. However, occasionally packages are lost or delayed for a huge amount of time in the mail system. In cases like these, it is the mail carrier who has not fulfilled their responsibility to deliver the package to you. We cannot be responsible for the errors made by the postal system. Because of this, we offer the option to purchase insurance. Insurance purchased through our company provides protection against the following:
- Lost Packages - (If the tracking number never shows the package as delivered)
- Damaged Merchandise
How Many Times Can a Lost Package Be Re-Shipped?
Insured packages qualifiying for re-shipment may be re-sent one (1) time. If the package ends up getting lost or stolen again, the insurance policy will not cover the package.
If you purchase insurance and your tracking number claims that the package is delivered, then we cannot re-ship the package.
Because mail carriers can occasionally deliver packages to the wrong address, we strongly advise purchasing express shipping which requires a signature, especially for expensive purchases.
What If I Do Not Purchase Insurance and My Package is Lost?
Unfortunately, if the insurance is not purchased and your package is lost or mis-delivered we are unable to re-ship your order.