Insurance Claim: Lost Order
All orders are shipped Insured with USPS Tracking. PLEASE NOTE: We use a private insurance company; U-PIC, for all insured shipments. This allows us to keep our shipping/insurance rates down and handle claims in a timely manner. Your package will not be labeled insured, but you can be certain your order has been insured to protect against loss or damage.
We ship all items with USPS Tracking. This information is emailed to you when we first ship your order. USPS Tracking easily enables you to track the current location of your order. In the unlikely event that your order appears to be lost, we have the following claim process for lost items.
1. Contact us: simply call (714) 881-1157, or email us at firstname.lastname@example.org.
2. U-PIC, our insurance carrier, requires that a claim be completed and submitted within 60 days of the ship date. Further:
a) there is a 21 day wait from the ship date for lost domestic shipment claim
b) there is a 45 day wait from the ship date for lost international shipment claim
3. Submit the signed Affidavit/Claim, which can be obtained online and submitted to both U-PIC and us online. Or, download, print and return to both U-PIC and us by USPS Mail.
4. Upon submission of the signed Affidavit and USPS Tracking showing the undelivered order, we will resend new merchandise, issue a credit voucher, or refund the cost of your order, plus your shipping costs to you forthwith.
All lost merchandise claims must be submitted within 60 days of the ship date.