Navidium Shipping Protection covers you in the event that your package is lost or damaged.
What We Deem As Lost
Your tracking shows 'in transit', has not been marked delivered, and has not updated for 10 days since the last update.
Your package was delivered by the carrier to the wrong address, even though you provided the correct address at the time of order.
Shipments that have been determined lost by the carrier
What We Deem as Damaged:
Your order is delivered and the item is materially damaged
Some of your order is missing due to the box/package opening during transit
What's not covered by Navidium Shipping Protection:
Missing packages or packages returned to sender due to the incorrect or insufficient address information provided at checkout when the order is placed.
Delays in transit. When our customer service team is aware of delays due to weather or carrier logistics problems, we reserve the right to classify these packages as 'delayed' rather than lost.
Unshipped items due to backorders or pre-sales
Orders stuck in customs - we cannot be held responsible for customs delays. Please get in touch with your chosen courier and pay required customs fees. If you refuse customs payments, we are not liable for any return to sender fees and these will be deducted from your refund
Items that are returned to us for a refund or exchange that are not in a resaleable condition
Packages that have been stolen after delivery.
Packages that have already been replaced or refunded under Navidium Shipping Protection. If a package is replaced and there are further issues, please contact the shipping carrier directly.
