Policies for Package Protection

ShopThing provides Package Protection to cover online purchases that are lost, stolen, or damaged in transit. If you declined Package Protection during checkout, we are not responsible for investigating or refunding lost, damaged or stolen packages.

The cost of Package Protection is not refundable.
VIP Returns - If you decide to return an item using your eligible VIP returns for the month, please note that the package protection cost will NOT be refunded to you. This is a final sale service.
VIP Cancelations - If you decide to cancel your order using your eligible VIP cancelations for the month, before a tracking number is created, we will refund you the full amount of your order (including Package Protection).
Preloved - The condition of any Preloved item is not covered under shipping damages that could be claimed if you purchased Package Protection.
Apple Pay - Orders placed with Apple Pay are not eligible for Package Protection.
Giveaways - Unless otherwise specified giveaways and $0 orders are not eligible for Package Protection.

To qualify for Package Protection, you need to send our customer service team an email within 7 business days of not receiving your package. If you email our team outside of that timeframe, we are not responsible to cover the cost of the missing package or further investigate the claim.

Definition of lost or stolen packages

If you have purchased package protection and your package tracking shows delivered but you do not have your order, please allow 5 business days for your shipment to be investigated. It can often be the case where a package may have been sent to a neighbor, prematurely marked as delivered or redirected to another depot or parcel pickup location.

If you have purchased package protection and your package(s) are not sealed and the contents are missing you may also consider this as a lost or partially lost shipment.

There may be unforeseen circumstances that affect our delivery partners which may lead to a delay in delivery. This is not covered under loss. No compensation will be paid for delayed packages.

Definition of damaged packages

If you have purchased package protection, and your package is damaged in transit and the contents are affected, you may be eligible for credit or replacement where possible at our discretion.

If you have a claim

Contact us at hello@shopthing.com from the email address you used to submit your order. A member of our Customer Support team will contact you. In order to help us process your claim please we will require following:

Include your order number in the subject line
Description of the reason for requesting a claim
For lost or stolen items we will require any updates from the shipping carrier and any other photographic evidence that supports your claim
For damaged items we will require photographic or video evidence of packaging and affected contents
To process your credit or replacement we will require the return of any damaged items.
The cost of Package Protection is not refundable.

Last Updated September 7, 2023.