Frequently Asked Questions

Our Shipping Protection covers packages that are lost, damaged, or stolen during transit from the merchant to the consumer. This applies to both domestic and international shipments, providing peace of mind for both merchants and their customers.

Product Protection, or extended warranty, covers product malfunctions and failures after the manufacturer's warranty expires. This can include accidental damage from handling (ADH), such as drops and spills, depending on the plan selected.

Yes, certain items may be excluded. For Shipping Protection, this typically includes perishable goods, hazardous materials, and items prohibited by law. For Product Protection, exclusions may apply to consumable parts and cosmetic damage that doesn't affect functionality. Please refer to the detailed terms for a complete list.

Consumers can easily file a claim through our online Claims Center. They will need their order number and the email address used for the purchase. The process is designed to be quick and straightforward, requiring only a few steps to complete.

To file a claim, you'll need proof of purchase, a description of the issue (e.g., photos of damage, tracking information for lost items), and your contact details. Our system guides you through providing all necessary documentation.

We handle the entire claims process directly with the consumer, freeing up merchants' time. Merchants have access to a dashboard to track claim statuses and outcomes, but they are not required to manage the claim resolution.

Protection plan durations vary by product and merchant offerings, typically ranging from one to three years. The term begins after the manufacturer's warranty expires, ensuring continuous coverage.

Typically, Product Protection must be purchased at the same time as the product to ensure coverage from day one. Some merchants may offer a short window after purchase to add a plan, but this is not guaranteed.

Upon claim approval, we will arrange for a repair, replacement, or reimbursement, depending on the specific terms of the protection plan and the nature of the issue. Our goal is to provide a fast and fair resolution for the customer.