Shipping Protection PolicyUpdated 2 months ago
At Shelter Skin, we offer optional Shipping Protection at checkout to provide added peace of mind for your order.
This coverage protects against packages that are lost, damaged, or confirmed misdelivered during transit.
Please review the details below to understand how Shipping Protection works.
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What Shipping Protection Covers
Shipping Protection applies in the following situations:
- Packages lost in transit (no delivery confirmation scan)
- Packages damaged during shipping
- Packages confirmed misdelivered following carrier investigation
All claims are subject to verification through the shipping carrier.
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Delivered Packages
If tracking shows that a package was successfully delivered to the address provided at checkout, we are required to complete a carrier investigation before issuing a replacement or other resolution.
In these cases, customers may be asked to:
- Confirm delivery details
- Verify shipping address accuracy
- Initiate or cooperate with a carrier investigation
- Complete a written affidavit of non-receipt
- Provide additional verification if necessary
Resolutions are determined after carrier confirmation.
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Resolution Process
Once a claim is reviewed and verified, Shipping Protection may result in one of the following remedies:
- Replacement shipment
- Store credit
- Refund (at Shelter Skin’s discretion)
Resolution type is determined based on the outcome of the carrier investigation and claim review.
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Exclusions
Shipping Protection does not cover:
- Incorrect or incomplete shipping addresses entered at checkout
- Packages delivered to the address provided but later lost or stolen without carrier confirmation
- Delays caused by carrier disruptions
- Repeated delivery issues associated with the same address without verification
Shelter Skin reserves the right to require additional verification for repeat claims.
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Time Frame for Claims
Claims must be submitted within 7 days of the marked delivery date or within 14 days of the last tracking update for lost packages.
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Important Note
Shipping Protection is intended to cover genuine transit issues. Shelter Skin reserves the right to deny claims that cannot be verified through carrier documentation or that show signs of misuse.
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Need Assistance?
If you believe your order qualifies under Shipping Protection, please contact us at: [email protected]
Include your order number and a description of the issue so our team can assist you promptly.