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Total Shipping Protection FAQs

PROTECT YOUR DELIVERY WITH TOTAL SHIPPING PROTECTION

There’s no need to wait weeks for your claim to be processed by couriers - protect your package against loss, theft or damage for a nominal fee and we will process your claim and offer you a refund or replacement right away at our discretion. 

WHAT WE DEEM AS LOST/STOLEN:

  • Package tracking states ‘delivered’ but you have not received it. We ask that you allow 5 additional business days for your package to be delivered. Sometimes the courier can mark your packge as delivered in error. It may still be in transit to your delivery address. Your package may also turn up in a secure location on your property or at a neighbor's house, for example.
  • Your tracking has not been updated for 15 calendar days. We will then file a research request with the courier and will automatically approve the claim if they do not provide a satisfactory answer within 48 hours.

WHAT WE DEEM AS DAMAGED:

  • Items arrive damaged in transit - broken or bent beyond repair
  • Some of your order is missing due to the package opening in transit 

WHAT WE DO NOT COVER:

  • Missing or undeliverable packages due to incorrect delivery address information provided by you.
  • Packages held by the courier for pickup but you neglect to do so.
  • Package deliveries that are refused at the delivery address provided by you.
  • Delays in transit beyond our control. 
  • Items that are returned to us for a refund or exchange that are not in a resalable condition.

HOW TO SUBMIT YOUR CLAIM:

If your package is lost or damaged, please contact us at CustomerService@GotItHere.com from the email address you used to place your order.

A member of our customer support team will respond as soon as possible.

What to include in your claim: 

  • Subject line: CLAIM for order #12345
  • Description of the issue
  • Photographic evidence of damage, including any damage to the shipping carton.

OUR POLICY FOR UNPROTECTED PACKAGES:

We will follow the claims policy with the courier to either locate your package or deem it as lost. This may take up to 6-8 weeks and is at the sole discretion of the courier.

If you do not purchase Total Shipping Protection and your unprotected package 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.

Total Shipping Protection is non refundable.