When purchasing RE ONA Shipping Protection, you are buying protection for your package; if your package is lost or damaged in transit, you may be eligible for a replacement for the entire order, once an investigation is completed.
Our shipping protection policy does not include refunds for lost or damaged items. Instead, we will provide a complete replacement of the item, subject to availability. In the event that the item is out of stock, we may issue a store credit at our discretion.
If your package is lost or damaged and you have purchased insurance, please contact firstname.lastname@example.org with your order number and add "claim" as the subject line (e.g. #81932 Claim) with the order issue details.
Claims for packages marked "delivered" must be filed after 5 days and before 15 days from the date the box was marked "delivered." Claims for packages presumed to be lost (where the status is not "delivered") in the US or Canada must be filed after 7 days (20 for other international countries) and within 30 days from the last checkpoint.
All claims must be filed within 60 days of the order date. If your claim falls outside that time, you will not be eligible for a replacement.
Please note the RE ONA package protection fee will not be refunded or reimbursed for returned orders.
RE ONA is not responsible for uninsured orders lost or damaged in transit. By not adding shipping protection, RE ONA is not liable for lost, damaged, or stolen items.