Shipping Protection

To ensure our customers feel secure and covered, we're excited to offer Navidium Shipping Protection. Dealing with carrier claims can be frustrating and slow so that you can protect your package for just 5% of your order value. We'll send you a replacement if your package is lost or damaged. If a replacement isn't available, we'll provide you with a refund. 

A package is considered lost if:

1. The carrier marks it as 'delivered', but it was delivered to the wrong address.
2. The tracking status shows 'in transit' with no updates or movement for an extended period.
3. The carrier has officially declared the package as lost. 

A package is considered damaged if:

1. Items were harmed during transit.
2. Part of your order needs to be included because the box or package opened during transit. 

What's not covered by Navidium Shipping Protection:

1. Packages are delayed in transit. If delays are due to weather or carrier logistics problems, our customer service team may classify these packages as 'delayed' rather than lost.
2. Missing packages or packages returned to the sender because of incorrect or insufficient address information provided at checkout.
3. Orders or parts of orders that still need to ship.
4. Packages that have been stolen after delivery.
5. Packages that have already been replaced or refunded under Navidium Shipping Protection. Please contact the shipping carrier directly if a replaced package encounters further issues.

How to Submit a Claim:

To begin the process of filing a claim, please visit this page or contact us at support@heatpressnation.com within 48 hours after delivery. A customer service team member will assist you within 1-2 business days.

What to Include in Your Claim Email:

1. Subject line: "Shipping Protection Claim for order <insert order number>." You can find your order number in your order confirmation email.
2. Description of the issue.
3. Photo evidence of damage (if applicable).
4. Any other information that supports your claim.

We will continue to track your package. If it appears, we'll ask that it be shipped back to us at our expense.

What Happens After Your Claim Has Been Submitted:

1. We will start an investigation into the lost or damaged package.
2. Please allow us 3 business days to process your claim.
3. If the shipping claim is denied, we won’t be able to take any further action.
4. If your claim is approved, we will either send you a replacement (if available) or issue a refund to the original payment method.

Terms and Conditions:

1. Navidium Shipping Protection is optional. However, if you opt out, we are not liable for lost packages, including those confirmed as delivered by the carrier but not received.
2. We will not reship packages or issue refunds for packages lost or damaged during transit if no insurance was purchased.
3. We reserve the right to classify your package as delayed if there are known delays in your area.
4. We may deny claims if there is evidence of insurance fraud or abuse.
5. Shipping protection is non-refundable.
6. Shipping protection cannot be canceled once an order has shipped.