Shipping Protection Terms & Conditions

What is Shipping Protection? Shipping Protection is an optional, voluntary service offered at checkout to provide our customers with extra peace of mind. For a small fee, we prioritize your order if it is lost, damaged, or stolen during the transit process.

1. Coverage Period

Coverage begins the moment the package is dispatched from our fulfillment center and ends immediately upon successful delivery to the designated address provided at checkout.

2. Covered Events

This protection covers the following incidents occurring strictly during transit:

• Loss: The carrier confirms the package is lost or the tracking has not updated for more than 15 business days.
• Damage: The items arrive broken or unusable due to mishandling by the carrier.
• Theft (In-Transit): The package is intercepted or stolen before reaching the final delivery destination.
• Exclusions (What is NOT covered)

3. Shipping Protection does NOT apply if:

• The customer provided an incorrect or incomplete shipping address.
• The package is marked as "Delivered" by the carrier but is missing (e.g., "porch piracy" or items left unattended after successful delivery).
• The delay is caused by local customs holds or import clearance issues.

4. Claims Process

To file a claim, customers must contact our support team within 7 days of the scheduled delivery date.

• Required Evidence: You must provide your order number and clear photographs of the damaged packaging and its contents.
• Theft/Loss: For suspected loss, we require a confirmation from the carrier or a formal inquiry case number.

5. Resolution: Refund or Replacement

Once a claim is verified and approved, we will offer one of the following at our discretion:

• Replacement: A new item will be shipped to you at no additional cost.
• Refund: A full refund for the cost of the damaged/lost items (excluding the Shipping Protection fee).

6. Fees and Selection

• Fee: The service is available for a non-refundable fee of AUD $3.99 per order.
• Selection: This is a voluntary, opt-in service. It is not pre-selected by default. Customers may choose to add Shipping Protection to their order by manually checking the "Shipping Protection" box at checkout if desired.
• Non-Refundable: Once the order has been dispatched, the Shipping Protection fee is non-refundable as the service has been rendered.

7. Limitation of Liability

Our liability is limited to the actual purchase value of the lost or damaged items. This protection does not cover any indirect or consequential losses.