Insured with Invalid Address & Stolen Packages

Sometimes carriers cannot deliver a package due to an invalid address or other unexpected delivery barriers. At this point, the carrier might return the package to the us. In that case your package is not actually lost, thus package protection does not cover this. In instances where the item is being returned to us you will need to pay for reshipping and provide us with the correct delivery address. 

Stolen Packages

Your shipping insurance covers stolen packages. If your order was marked as delivered but is not at your address, we will classify it as a potential theft.

To move forward, the following is required:

1. File a Claim with the Courier
   You must file a claim with the courier within 2 days of the delivery date. A stolen package investigation will be launched.

2. If Delivery Was Photo-Verified
   If the courier provides photo confirmation of delivery at your address, you are required to:

• File a police report stating the package was stolen. Provide us with the police report and we will provide it to the courier to expedite your claim.

3. Courier Investigation
   The courier will use delivery scans, driver testimony, and photo evidence to determine the outcome of the claim.

4. High-Risk Addresses
   Addresses with a history of stolen package claims may be flagged as high risk. Repeated claims may result in denials.

5. Final Determination
   We rely on the courier’s data and decision to determine whether a replacement will be issued. We do not override courier rulings.