There’s no need to wait weeks for claims to be processed by couriers - protect your parcel for a small fraction of the value of the contents and we’ll offer you a refund or replacement right away.
WHAT WE DEEM AS LOST:
- Shipment states "delivered" but you have not received it. Depending on where you live, we ask that you allow up to 7 business days for your parcel to be delivered. Sometimes the courier prematurely marks it as "delivered" and tries redelivery, later it turns up in a secure location at your property or it may be at your neighbors.
- Your tracking has not been updated for 2 weeks from the ship date.
We reserve the right to class this as a ‘delay’ if there is a high volume of parcels in the network and we are aware of delays, otherwise, we will offer a refund or replacement.
WHAT WE DEEM AS DAMAGED:
- Item arrives damaged in transit - a leak from the bottle.
- We go to great lengths to prevent leakage, but due to manufacturing defects from distillers, sometimes leaks will happen.
- Please remember that extreme heat while in transit can impact leaks.
- We may not be able to replace your item in these cases, but we’ll do the best we can to make it right by offering partial refunds in the form of gift cards.
- Some of your order is missing due to the box/packet opening in transit.
Please contact us at contact@whiskeycaviar.com within 24 hours of delivery if your items have arrived damaged or if something is missing. Please provide photos of the box and bottles so we may assess the situation.
WHAT WE DO NOT COVER:
- Missing parcels or redelivery fees due to incorrect address information provided by you.
- Delays in transit.
- We are not responsible for any return to sender fees and these will be deducted from your refund.
- Items that are returned to us for a refund or exchange and are not in a resaleable condition (label damaged, seal broken, bottle opened/consumed).
- If you requested items to be left outside your property and they go missing - this waives the right to any claim as per carrier terms and conditions.
- We are not responsible if the package is lost/damaged after the first delivery attempt.
HOW TO SUBMIT YOUR CLAIM:
If your parcel is lost or damaged, please contact us at contact@whiskeycaviar.com from the email address you used to place your order. A member of our customer service team will assist you within 1-2 working days. What to include in your claim:
- Subject line: CLAIM for order #12345
- Description of your issue
- Photos of damaged bottle and the box that it arrived in
We will continue to track your parcel and should it appear, we request it be sent back to us at our expense.
By selecting Navidium Shipping Protection, you agree to these terms.
We ask that you do not get in touch with us regarding a missing parcel until the allotted time has passed for it to be deemed as lost.
This is our in-house protection policy. Navidium Shipping Protection is non-refundable and is HIGHLY recommended.
OUR POLICY FOR UNPROTECTED PARCELS:
We will follow the claims policy with your selected courier to either locate your parcel or deem it as lost. This may take 6-8 weeks and is at the discretion of the courier.
If your parcel has a GPS location or photographic evidence that it has been delivered to your property, is with a neighbor, or is at a secure location, we are not responsible for a refund or replacement.
We do our best to prevent leaks and breaks, and we do a great job. Less than 0.1% of the packages we send out leak or break in transit, but accidents do happen. For this reason, we offer insurance and highly recommend purchasing it.
