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Shipping Insurance & Replacing Damaged / Lost / Incorrect / Missing Items
Normally we have very few issues with our domestic and international shipping methods. Problems can arise from time to time and we always help take care of any situation. Please read through the following sections to determine how we can best assist you.
Optional Shipping Insurance
While some shipments may have included insurance from the carrier, most will only cover a small or fixed portion of the contents value, and claims can take weeks to settle. Many claims are even denied after weeks of deliberation and you are left with nothing.
For a small additional charge at checkout your package can be fully insured. If your package is ever lost, or damaged we will ship you a replacement right away. If you do not purchase insurance, you will be required to submit your own claim to the service provider and manage all the communication on your own.
Below you will find a table with the standard insurance prices based on total order value:
|Less than $50||$1.50|
|Greater than $50 but less than $150||$2.50|
|Greater than $150 but less than $250||$3.00|
|Greater than $250 but less than $500||$4.00|
|Greater than $500||$5.00|
Damaged / Lost Shipments
Although it is very unlikely that your package will get damaged or lost in transit, there are no guarantees it won't happen to you. We recommend purchasing the additional insurance to be on the safe side and not deal with delays getting your replacement package. See above for an explanation of how our optional shipping insurance works. Before you file a lost package claim, please be sure to allow ample time for late delivery. Packages do sometime get delayed due to the weather, busy shipping periods, etc. If you still have not received your package after a reasonable wait (a week or so after expected delivery), please contact customer service.
Delayed in Transit
In rare occasions a package will stop moving in transit. This does not necessarily mean it is lost. After 7 days from the shipment date we can file an inquiry with the carrier to get more information. In many of these cases the tracking doesn't update and the package is delivered within 7-14 days. If after 14 days the package still hasn't been delivered we will send a replacement package right away.
If you receive an incorrect item please contact us via (360) 543-5700 or create a ticket in our Support Center. We will make sure the correct item gets shipped out right away along with a return label for the incorrect item to ship back to us.
If your shipment is missing an item please contact us via phone (360) 543-5700 or create a ticket in our Support Center. We will make sure the correct item gets shipped out right away at no cost to you.