Optional Shipping Protection Policy

Optional Shipping Protection Policy

We partner with a third-party protection service to offer you optional Shipping Protection at checkout. This coverage is designed to provide quick resolution and financial protection for your order in the event it is lost, damaged, or stolen while in transit.

1. Cost and Enrollment

  • Cost: Shipping Protection is an optional, non-refundable fee of 2% of your cart total.
  • Enrollment: You must manually select the checkbox or toggle at checkout to purchase this protection. By opting in, you agree to the terms listed below.

2. What Is Covered

Shipping Protection provides coverage for the full value of the goods purchased against the following incidents:

Coverage Area

Details

Claim Eligibility

Lost in Transit

The package is stuck in transit, has no tracking updates, or is missing for an extended period.

Claim can be filed if the tracking has not updated for 14 consecutive days.

Damaged

The item arrives broken, defective, or unusable due to improper handling during shipment.

Claim must be filed immediately upon discovery. Evidence (photos) of the item and packaging (specifically the label and damage) are required.

Stolen (Porch Piracy)

The package is marked as Delivered by the carrier, but you confirm you did not receive it.

Claim can be filed 24 hours after the delivery scan.

3. What Happens If a Claim is Approved?

If your claim meets the stated criteria and is approved, you will typically receive one of the following:

  • Replacement: A full replacement of the exact item(s) ordered will be shipped to you (subject to inventory availability).
  • Refund: A full refund for the product purchase price (excluding the Shipping Protection fee and initial shipping costs) will be issued.

4. Claim Filing Process and Deadlines

All claims must be filed within the required windows. Claims filed outside these windows will be denied.

Claim Type

Minimum Wait Time

Maximum Filing Deadline

Lost Package

14 days after the last tracking update.

30 days from the original ship date.

Damage

None (File immediately).

7 days from the delivery date.

Stolen/Delivered Not Received

24 hours after the "Delivered" scan.

7 days from the "Delivered" scan.

How to File:

To file a claim, please visit our designated claims portal at https://lugxery.com/pages/optional-shipping-protection-claims and provide the following:

  1. Your Order Number.
  2. Your Tracking Number.
  3. Confirmation of the claim type (Lost, Damaged, or Stolen).
  4. Photos (required for Damaged claims). We will email you for the photos.

5. Exclusions (What is Not Covered)

The Shipping Protection does NOT cover:

  • Items returned to sender due to customer error (e.g., incorrect address).
  • Buyer's Remorse (requests for refunds due to dissatisfaction with the product).
  • Items seized by customs or other government agencies.
  • The non-refundable Shipping Protection fee itself.
  • Packages where the customer declines a requested signature or leaves a note for the carrier that results in theft.