Shipping protection is not an insurance product but is an opportunity to protect your purchase during the shipping process. Generally, once a product is shipped from the seller, the buyer assumes the liability for any lost or stolen items in transit. For a marginal fee you may shift that risk to us by paying for the shipping protection. When you pay for Shipping Protection, the terms of your purchase are changed and you only assume the risk of loss once it is delivered and received by you. Any items that are improperly shipped or improperly delivered will be our responsibility to replace. For domestic orders shipped within the USA, we maintain the right to wait up to 15 days before we consider the package lost or stolen. (Generally we will fix the issue sooner.) For an international order outside of the USA, we will consider a package lost after it has been in transit for more than 45 days without a delivery.
Claiming a Refund
In order to receive a replacement or refund, we need to see that the official tracking information from USPS, UPS, etc. does not show it was delivered to your address. If the tracking information shows it was delivered, we may request further action taken before sending a replacement such as a report filed with USPS, UPS, etc, or a police report if the package was stolen. For assistance with a lost package, please email us at support@patrickadairsupplies.com and we will look at each missing package on a case-by-case basis.
