How does shipping protection work?Updated 14 days ago

We offer Shipping Protection powered by ShipInsure at checkout. This optional service protects your order against lost, stolen, or damaged packages. Below you’ll find details about what is covered, what is not covered, and how to file a claim.

How It Works

• Add Shipping Protection to your order at checkout. 
• If something goes wrong during shipping, you can file a claim directly with ShipInsure.
• Claims must be submitted within 14 days of the delivery date.
  
  

What’s Covered

Lost Packages

• Tracking has not updated for the required period.
• Carrier confirms package is lost.
• Marked delivered but the package was not received (after the required waiting period).

Stolen Packages

• Marked delivered with proof (for example: photo, signature, or camera footage) but not found at the delivery address.
• Claims can be filed after the required waiting period.

Damaged Packages

• Arrives broken, crushed, ripped, or otherwise unusable.

Delivered to Wrong Address (carrier error)

• You entered the correct address but the carrier delivered it elsewhere.
  
  

Out-of-Stock Items

• If your claim is approved, you’ll be refunded so you can reorder when stock is available.
  
  

What’s Not Covered

• Orders not yet shipped (statuses such as Unfulfilled, Pre-Shipment, Label Created).
• Missing or wrong items (please contact our Comfort Consultants directly).
• Incorrect address entered by the customer.
• Packages sent to freight, cargo, or forwarding facilities.
• Delays with expedited shipping or customs.
• Change of mind issues (such as size, colour, or style).
• Packages marked “Return to Sender” (unless perishable or returned due to carrier error).
  
  

Filing a Claim

To process a claim, ShipInsure may request:

• Photos or video of the package/items
• Confirmation of your shipping address
• Proof of identity
• A police report (for stolen and/or high value claims)

If a police report is requested, it will be required to continue processing the claim. Most reports can be filed online through your local police department’s website.

Important Notes

• If you do not respond to ShipInsure’s emails within 7 days, your claim will be closed.
• Once an order has shipped, the Shipping Protection fee cannot be refunded.
  
  

Need Help?

• For issues covered by ShipInsure, file your claim directly here: ShipInsure Claim Portal.
• For issues not covered by ShipInsure (for example, wrong item, missing item, or change of mind), please contact our friendly Comfort Consultants.