Shipping Protection Terms and ConditionsUpdated 10 months ago

When refunding an item: 

Bydee Shipping Protection covers the subtotal of the order. Shipping costs, taxes and the protection fee are not included. 

When replacing an item: 

Bydee Shipping Protection covers all costs in relation to the replacement of the order. This includes any shipping fees, duties and taxes.

Claim Filing Requirements

Claims Reporting Time Frame(s):

It is understood and agreed that the following timelines for claims transmittal must be adhered to for a claim to be processed:

• Claims for packages presumed to be lost by the courier, where the status is not “delivered”, must be filed no sooner than 10 days after the last checkpoint for domestic shipments (10 days for international shipments, but not later than 30 days from the last checkpoint.
• Claims for packages marked by the courier as “delivered” must be filed within 7 days from the date and time shown as delivered. In the event of theft, upon Bydee’s discretion, we may require a police report to be filed with the local authorities attesting to the theft of the covered property. Security video showing evidence of theft may substitute for a police report.

All other claims should be filed as soon as discovered but no later than 30 days from the last checkpoint.

Packages labelled "return to sender":

• Sometimes couriers cannot deliver the customer’s package due to the customer providing an invalid or undeliverable address or refusing delivery. At this point, the courier will usually return the package to Bydee. The customer’s package is not lost; thus, Bydee Shipping Protection does not cover this.
• At our discretion, if the returned items are not in a sellable condition, we will cover the order and send a replacement.
• Only freight courier-initiated return to senders will be accepted.
• Bydee Shipping Protection covers the customer’s order if the package gets lost in transit back to us.**

**Please note: Claim Reporting timeframes apply.

Delivered to the wrong address:

• If the customer inputs the correct address at checkout and the package is delivered to the wrong address, this is considered lost, and we will replace the order on behalf of the customer. As this is an error by the courier, a claim will need to be raised with the courier by the customer.
• If the customer inputs the wrong address at the time of order, Bydee Shipping Protection will not cover this.

Orders stuck in customs:

• Bydee Shipping Protection will not cover a customer’s order if it is stuck in international borders/customs.

Orders marked as unfulfilled or unshipped:

• Bydee Shipping Protection is not yet in action if the order is marked as unfulfilled or unshipped.

Delivered but missing packages: 

For packages marked "delivered" yet not received are considered stolen and must be filed within 5 days of the “delivered” date. 

1. On high-value orders, Bydee may require evidence of a police report when the customer’s package is marked as delivered. If required:
   1. The customer files the police report and includes an explanation that Bydee offers a Shipping Protection service that has protected the customer’s package that has been stolen. To process the claim, a police report is required. Once filed, the customer sends Bydee the police report PDF & number in the order issue.
   2. Send Bydee the police report PDF & number in the order issue.
   3. Upon request, Bydee may require additional documentation (e.g. proof of identity, address, notary, etc.).
   4. Send Bydee the police report PDF & number in the order issue.

Damaged items:

• A damaged item is considered a product that is unwearable, stained, torn/ripped, etc.
• Photographic evidence of the damaged item is required.

Exclusions:

• Bydee Shipping Protection will not cover a customer changing their mind about the order, item or address.
• Bydee Shipping Protection does not cover delays in shipping times.