Shipping Protection
Shipping protection is optional coverage for your order while it is in the carrier's hands, from the moment they accept the package until tracking marks it delivered. When it is offered, it shows as its own line in your cart with the price for your order and a switch that shows whether it is on. One tap on that line adds it or takes it off. If your cart has items in it and no shipping protection line, it is not being offered on that order.
Coverage ends when the package is marked delivered. That is the line, and it is worth knowing before you check out rather than after something goes wrong.
What it costs
The price follows the value of the order, because that is what is being covered. When it is offered, the shipping protection line in your cart shows the price for your order. The right level is picked for you based on what is in your cart. There is no level to choose.
What it covers
- Lost in transit. The carrier accepted it and it never arrived.
- Damaged in transit. It arrived broken.
- Stuck in transit. Tracking stops moving and the carrier cannot account for it.
In any of those cases we replace the order or refund it. You do not chase the carrier and you do not file the claim with them, that is the part we take on.
Where coverage stops
Once tracking shows the package delivered, it is out of the carrier's hands and out of the scope of this coverage. That includes a package taken from a porch, a lobby or a mailroom after delivery.
We are not being cute about it: a delivered-then-missing package cannot be verified by anyone, and coverage that pays out on that basis gets abused and stops being affordable for everyone else. If packages go missing where you live, have it sent somewhere attended, a workplace, or a carrier pickup point.
What it is not
- Not a return policy. Returns are covered separately, see our refund policy.
- Not installation coverage. Anything that happens once the box is open and the install has started.
- Not the warranty. A product fault is covered separately and costs you nothing, see the warranty page.
- Not address insurance. Check your address at checkout. We cannot recover a package delivered to an address that was entered wrong.
Making a claim
Email us with your order number, and photos of the box and contents if it arrived damaged. Photos are what let us settle it quickly instead of asking you questions for a week.
Use the contact form and pick the order topic, you will get a reference number straight back so nothing gets lost.
Do you need it?
Most orders arrive without a problem. Shipping protection is for the ones that do not. It is always optional: when it is offered, one tap on the shipping protection line in your cart adds it or takes it off, and once you take it off it stays off for that cart.
It matters most when the order is large enough that replacing it out of pocket would hurt, or when it is heading somewhere with a long or awkward carrier route. On a big set of wheel lights, a few dollars is a straightforward answer instead of an argument with a freight carrier.
US shipping is free either way.