ORDER PROTECTION POLICY
Uncertn Inc.
Order Protection (Delivery Guarantee) Policy
1. Definitions
• Carrier refers to the shipping provider transporting the Parcel.
• Purchaser refers to the individual(s) who elect to purchase Order Protection.
• Parcel refers to any package or shipment handled by a Carrier.
• Goods refers to the products purchased within an Order covered by Order Protection.
• Company (Uncertn Inc.) refers to the guarantor providing this program.
• Total Guaranteed Value refers to the declared value of the Goods, including shipping costs if applicable, and includes any Carrier-provided coverage.
• Order refers to a valid purchase placed on our website where Order Protection has been selected.
• Theft refers to a Parcel that has been stolen after delivery with intent to deprive the rightful owner of its contents.
2. Coverage
Order Protection applies to eligible purchases and includes:
• Lost packages during transit
• Damaged items upon delivery
• Stolen packages (where delivery is confirmed but not received)
Coverage is provided for physical loss or damage due to external causes while in transit, as well as theft after delivery, subject to the terms and exclusions outlined below.
Coverage applies on a per-parcel basis and is limited to the original merchandise and applicable shipping costs (if declared).
This program is provided by the Company and is not an insurance policy. Inbound return shipments are not covered.
3. Coverage Limits
• Coverage applies only to the Goods within the affected Parcel, not the entire Order if multiple Parcels are shipped.
• Only one (1) replacement shipment will be issued per approved claim.
• Orders shipped to an incorrect address provided by the Purchaser are not eligible for coverage.
• Shipments sent to freight forwarding locations are not covered.
4. Claims Process & Requirements
General Claim Requirements
• The Purchaser must notify us promptly of any loss, damage, or missing shipment.
• Claims must be submitted within:
◦ 7–14 days of the last tracking update for lost packages
◦ 48 hours of delivery for damaged items
◦ 5 days of delivery confirmation for stolen packages
• All claims must include:
◦ Order number
◦ Description of the issue
◦ Supporting documentation (photos, tracking, etc.)
We will investigate all claims with the Carrier and provide next steps or additional requirements if needed.
Lost Packages (In Transit)
If your order has not arrived within the estimated delivery timeframe and tracking has not updated:
• Contact us within 7–14 days of the last tracking update
• We will investigate with the Carrier
• If deemed lost, a replacement or refund will be issued at no additional cost
For shipments handled by postal carriers (e.g., USPS or similar):
• Domestic shipments: Claims may require a 20-day waiting period
• International shipments: Claims may require a 40-day waiting period
• Claims can only proceed once the Carrier confirms the loss
Damaged Items
If your order arrives damaged:
• Notify us within 48 hours of delivery
• Provide clear photos of the damaged item(s) and packaging
• Retain all original packaging and contents
Concealed Damage:
• Must be reported within 5 days of delivery
• Reports after this timeframe are not covered
Once verified, we will arrange a replacement or refund. Failure to provide sufficient documentation may result in claim denial.
Stolen Packages
If tracking shows delivered but you did not receive your package:
• Check with neighbors and your local delivery provider first
• Contact us within 5 days of delivery confirmation
To process a theft claim, one of the following may be required:
• Video evidence of theft
• Police report
• Carrier confirmation of stolen package
Approved claims will be eligible for a replacement or refund.
Orders delivered with verified signature confirmation are not eligible for theft claims.
5. Claim Resolution
Once a claim is reviewed and approved, the Company may provide one of the following resolutions based on the nature of the claim:
• A replacement item
• Store credit
• A full or partial refund
Replacement shipments will only be sent to the original address on file. The Company may rely on the Carrier’s investigation and determination of responsibility when finalizing claim outcomes.
6. Additional Terms
Other Insurance
This program acts as secondary coverage. Any applicable third-party insurance must be used prior to this coverage.
Signature Confirmation
We may require signature confirmation for replacement shipments. Claims for delivered shipments with verified signatures may be denied.
7. Liability & Legal
• This program is governed by applicable laws within the Company’s operating jurisdiction.
• The Purchaser agrees to indemnify and hold the Company harmless from any claims, damages, or costs resulting from misuse, misunderstanding, or failure to comply with this policy.
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