Insured with Invalid Address & Stolen Packages

Undeliverable & Returned Packages

In some cases, carriers are unable to deliver a package due to an invalid address, incomplete address details, restricted access, or other unexpected delivery barriers.

When this occurs, the carrier may return the package to us. If your order is returned to sender, it is not considered lost, and therefore package protection or shipping insurance does not apply.

If your package is returned, you will be responsible for:

• Providing the correct and complete delivery address
• Paying the applicable reshipping fee

Once the returned package is received and the updated address is confirmed, we will arrange reshipment.

Stolen Packages & Shipping Insurance Claims

Our shipping insurance policy covers verified stolen packages. If your tracking shows "Delivered" but the package is not at your address, the shipment will be classified as a potential theft.

Step 1: File a Claim with the Courier

You must file a claim directly with the courier within 2 days of the marked delivery date. This initiates a formal stolen package investigation.

If Delivery Was Photo Verified

If the courier provides photographic proof of delivery at your address, you are required to:

• File a police report stating that the package was stolen
• Provide us with a copy of the police report

We will submit the report to the courier to support and expedite your claim investigation.

Courier Investigation Process

The courier will review delivery scans, driver statements, GPS data, and any photo confirmation to determine the outcome of the claim.

High-Risk Addresses

Addresses with repeated stolen package claims may be flagged as high risk by the courier. Multiple claims to the same address may result in investigation delays or denial of future claims.

Final Claim Determination

Replacement eligibility is determined solely by the courier’s investigation and final ruling. We rely on their verified delivery data and do not override courier decisions.