ShopGuarantee is shipping protection not fulfillment protection. It provides reimbursement of the cost of your items, which get damaged, stolen or lost during shipment. ShopGuarantee does not cover issues relating to incorrect orders. For example, if you receive an incorrect color, size or style of an item, please contact the merchant directly to discuss their return and exchange policies.

Your coverage effective date begins when the package(s) departs the merchant’s fulfillment dock and is in possession of the carrier.

Yes, once your claim is approved, you will be reimbursed for the cost of the claimed item and any applicable taxes and shipping.

Once you purchase ShopGuarantee protection, you may not cancel. But you will still have the peace of mind in knowing you can be reimbursed should your package get damaged, stolen or lost in transit.

At this time, you cannot add on ShopGuarantee protection after your initial purchase.

ShopGuarantee cannot assist in canceling a merchandise order. If you wish to cancel an order, please contact the merchant directly. Please note, if you do cancel an order, the ShopGuarantee fee is non-refundable.

Yes, stolen packages are covered, and you must file a claim within 30 days of your package shipping date.

Yes, items damaged during shipping are covered, and you must file a claim within 30 days of your package shipping date. This covers items visibly damaged while in transit. If you received an item with a cosmetic, manufacturing defect, please contact the merchant directly to discuss their return and exchange policies.

Lost packages are covered but lost claims can only be made 14-30 days after shipping date. Before filing a claim, the intended recipient must contact the carrier to run a package scan to confirm the package is lost.

Merchants can ship partial orders in multiple packages with different tracking numbers. Before filing a claim, please check all tracking numbers to verify the status of your packages in transit, as packages may be shipped and/or arrive on different days.

ShopGuarantee shipping protection goes into effect once the package has shipped and is in transit. Please continue to track your package. Hopefully, it will arrive at your doorstep, and there will be no need to file a claim.

ShopGuarantee covers damage, theft and loss of packages during transit. If an incorrect address what entered, please contact the merchant directly.

You can locate your ShopGuarantee certificate number in your ShopGuarantee confirmation email, which you received on the date of purchase.

Package tracking numbers are sent via email from the merchant/online store. Please note that your order may be split into different packages when shipped, for multiple tracking numbers.

To file a claim for your stolen package, please click here. Your initial claim must be made within 30 days of shipping date. Within 90 days of shipping date, you will need to:

1) provide ShopGuarantee certificate #, Cause of Loss Statement, item description and value, and

2) upload supporting documentation, such as a police report or Ring video (or similar) capturing evidence of theft. Packages valued at $500 or more do require a police report.

To file a claim for your damaged package, please click here. Your initial claim must be made within 30 days of shipping date. Within 90 days of shipping date, you will need to 1) provide ShopGuarantee certificate #, Cause of Loss Statement, item description and value, and 2) upload supporting documentation, such as a photo or video showing the damaged merchandise.

To file a claim for your lost package, please click here. Your initial claim must be made within 14-30 days of shipping date. Within 90 days of shipping date, you will need to 1) provide ShopGuarantee certificate #, Cause of Loss Statement, item description and value, and 2) upload documentation from the carrier confirming that the package was lost. A “lost” package is defined as a missing package that has not been confirmed as delivered.

Once your claim has been approved, you can expect reimbursement within five (5) business days.

We are here to help. Please contact the ShopGuarantee Customer Service Team via email help@shopguarantee.com or phone 844-827-6700 for assistance.