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Shipped Shield

Assurance Guarantee

Last updated March 7, 2023

Services and Guarantee

Track

Shipped Track enables visual shipment tracking and real-time notifications to ensure the safe delivery of orders for customers

Shield

Shipped Shield is a hassle-free solution for resolving delivery failures related to damage, loss or theft, simplifying the process to get a replacement or refund quickly for customers.

Guarantee

If an unexpected problem arises with our services, our assurance guarantee will positively resolve the problem in order to ensure you are 100% satisfied.

Definitions and Requirements

Damaged
  1. A damaged item is considered as broken if it is clearly fractured, in unusable condition, shattered, crushed, and/or bent, where the damages were confirmed to be caused during the transit process. 
  2. All issues regarding damage are to be submitted using Shipped Shield within seven (7) days of shipment delivered date. A note describing the damage and photos displaying the damage to the product and packaging (if applicable) are to be submitted along with the issue report. The shipment recipient should hold damaged items in the event additional information is needed during processing. Failure to retain damaged property may affect final resolution.
Lost
  1. A shipment is considered as lost if (1) the shipment is shipped but not delivered and there are no tracking update for at least seven (7) days for domestic or fourteen (14) days for international shipments; or (2) the shipment was undeliverable due to invalid address or any other delivery issues and the shipment is returned to sender.
  2. All issues regarding loss are to be submitted using Shipped Shield (1) for domestic shipments, no sooner than seven (7) days after last shipment status update and no later than twenty-one (21) days after last shipment status update; and (2) for international shipments, no sooner than fourteen (14) days after last shipment status update and no later than twenty-eight (28) days after last shipment status update.
  3. Issues regarding loss where the carrier’s tracking records have the shipment marked as delivered will not be honored, unless documentation from the carrier is provided, which acknowledges a mistake in the tracking information, or if adequate proof is provided to support a conclusion of theft or mishandling.
Theft & Misdelivery
  1. A shipment is considered as stolen or misdelivered when a shipment is delivered, but missing.
  2. All issues regarding theft or misdelivery are to be submitted using Shipped Shield no sooner than seven (7) days after shipment delivered date, but no later than fourteen (14) days after shipment delivered date.
  3. Shipped Shield cannot be used for any issues of theft or misdelivery where there is a valid signature from customer or a customer family member or other representative (e.g., neighbor signing on customer’s behalf), acknowledging receipt of a shipment.
  4. For issues regarding theft or misdelivery where the order value is at least one hundred dollars ($100) but less than five hundred dollars ($500), Shipped Shield requires valid tangible documentation and/or evidence. Such valid documentation and/or evidence may include, without limitation: (i) written acknowledgement of such theft or misdelivery from the respective carrier; (ii) video footage, (iii) police report, and/or (iv) incident report from an authority/leasing office. 
  5. For issues regarding theft or misdelivery where the order value is at least five hundred dollars ($500) or greater, Shipped Shield requires (a) signature-required delivery for the order and (b) video footage and/or police report as valid tangible documentation and/or evidence.

Exclusions

Shipped Shield cannot be used for:

  1. Coins, bullion, rock slabs, stocks, bonds, currency, deeds, evidence of debt, travelers checks, money orders, gift certificates, calling cards, lottery tickets, event tickets, or any other negotiable documents, precious stones, precious metals, automobiles, motorcycles, boats, glass windows, plate glass, jewelry (in excess of $999), fine art (in excess of $9,999 per piece), ceramic, marble, granite, perishable foods, fresh foods, perishable commodities, flowers, tobacco products, pharmaceutical drugs or live animals unless specified in a signed addendum.
  2. Loss from delay, deterioration, spoilage or contamination of perishable merchandise except when resulting from fire, unless otherwise specified in a signed addendum. 
  3. Merchandise shipped on consignment, memorandum or approval unless shipped in fulfillment of an order or request.
  4. Loss, damage, or non-arrival of any package or its contents which (a) is addressed, wrapped, or packed insufficiently, incorrectly, or contrary to carrier’s packaging requirements; or (b) bears a descriptive label or packaging which tends to describe the nature of the contents EXCEPT if shipped via USPS Parcel Post and required by U.S. postal laws and regulations.
  5. Damage which is deemed minor or negligible, frequently occurring, or caused by the nature of the product itself regardless of careful handling.
  6. Cosmetic damage is limited to the packaging where the goods are not damaged.
  7. Any shipment where the damage is deemed preventable had the shipment included the appropriate use of packing materials such as, but not limited to, packaging tape, bubble wrap, packing peanuts, crumpled paper, styrofoam, or mail rollers.
  8. Any shipment shipped to (a) a prohibited country or any location that would be in violation of any U.S. economic or trade sanctions, including, without limitation, Office of Foreign Assets Control (OFAC) Restricted Countries (with such information available here), or (b) any country or any location that would be in violation of applicable U.S. and/or carrier shipping restrictions related to COVID-19 or other disease-related outbreak, as may be updated from time to time. Information can be found here.
  9. Loss or damage arising out of dishonesty on the part of the shipper.
  10. Loss or damage caused by or resulting from: (a) hostile or warlike action in time of peace or war, including action in hindering, combating or defending against an actual, impending or expected attack, (1) by any governmental or sovereign poseur (de jure or de facto), or by any authority maintaining or using military, naval or air forces, or (2) by military, naval or air forces, or (3) by an agent of any such government power, authority or forces; (b) any weapon of war employing atomic fission or radioactive force whether in time of peace or war; or (c) insurrection, rebellion, revolution, civil war, usurped power, or action taken by governmental authority in hindering, combating or defending against such an occurrence, seizure, or destruction under quarantine or customs regulations, confiscation by order of any government or public authority or risks of contraband or illegal transportation of trade.
  11. Loss or damage caused by nuclear reaction/radiation or radioactive contamination, all whether controlled or uncontrolled, and whether such loss be direct or indirect, proximate or remote, or be in whole or in part caused by, contributed to, or aggravated by any insurable peril.
  12. Loss or damage caused by customs seizure, inspection, handling, or destruction.
  13. Any returned to sender delivery issues due to the shipper failing to provide proper customs clearance documents.
  14. Any package containing goods prohibited or restricted from entering the intended country of delivery.
  15. Surcharges, including but not limited to: shipping costs, tariffs, seller fees, and processing fees.
  16. Any loss related to fulfillment error where an item is missing from the order and the package was not tampered with.
  17. Any loss related to incorrect address inputted by the customer or shipper.
  18. Any product returns due to buyer remorse and/or customer dissatisfaction with the product. In this case, customers will be directed to merchants for assistance.

Conditions

  1. Shipped Shield cannot be used until at least one (1) of the items in the order is shipped with valid carrier tracking information showing the shipment has been “picked up” or “shipped”.
  2. Shipped Shield services can be canceled as long as none of the items in the order are fulfilled. Shipped Shield fees will be reversed and applied to your account.
  3. When an issue is submitted using Shipped Shield, the issue cannot be submitted to any other provider regarding the same shipment. Shipped will not process any delivery failures that are already being processed by a third party including third-party shipping carriers. Shipped will not process any delivery failures which are initiated, pending, or completed by the carrier or any other third-party service.
  4. Shipped may request additional documentation or information during the processing period. Additional documentation or information may be requested from the merchant, carrier, manufacturer, third-party logistics (3PL) warehouse, or any other third party along the supply chain.
  5. Shipped reserves the right to not process any delivery failures if they were reported after the permitted filing period. 
  6. Shipped reserves the right to not process any delivery failures if there are any suspected activities of intentionally, fraudulently, and/or recklessly concealing or misrepresenting any material fact or circumstance relating to the shipment failure.
  7. Shipped may update, modify, alter or amend its service and policies, including this Assurance Guarantee, from time to time.
  8. Under no circumstances will Invisible Commerce be responsible or liable for any personal injury, death, or property damage of any kind resulting from products ordered by you, whether or not they are covered by Shipped Shield or any other Invisible Commerce service.

Resolutions

  1. For any verified and approved delivery failure, Shipped will automatically process a replacement order for the item(s). If one (1) or more of the replacement item(s) in the resolution is not available, a refund will be issued back to the original payment method. 
  2. When issuing a refund, Shipped will include the subtotal and taxes of the item(s). Shipping costs and the Shipped Shield service fee are not refundable.
  3. When issuing a replacement, Shipped will include the subtotal of item cost, taxes, and shipping costs. Shipped Shield services will not be included for the replacement. 
  4. Merchants will issue replacements or refunds directly to affected customers. Shipped will reimburse merchants on a daily or weekly basis for any service failures, as part of its Assurance Guarantee.
  5. For custom items and/or orders that require ID verification, Shipped will automatically process a refund instead of a replacement. 
  6. For subscription items, Shipped will automatically process a replacement for the item if it can be purchased individually. If an item cannot be purchased individually, a refund will be automatically processed. Shipped is unable to create a subscription on behalf of the customer.

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