Shipping Protection Policies

Shipping Protection is an optional paid service that protects our customers against lost or damaged packages during transit. Review the policies outlined below to understand what is covered by Shipping Protection.

Note: When reimbursing an item, shipping costs, taxes and Shipping Protection premium are not included.

IF SHIPPING PROTECTION IS DECLINED

Stay Fresh is NOT liable for any lost or damaged items on any orders in which Shipping Protection was declined.

ORDER ISSUE TIMEFRAME POLICY

• All issues must be reported within 14 days of the last tracking update or 7 days of marked delivery.
• Damaged items must be reported within 7 days of marked delivery.
• Lost and missing items must be reported between 7 and 14 days from the last tracking update or 7 days of marked delivery.
• If the customer files a claim the same day the package was marked as delivered, we may ask you to wait 5 business days as some courier prematurely mark a package as delivered when it is still in transit.
• Claims filed outside our order issue timeframe policy will be denied.

LOST ITEMS POLICIES

• Order presumably lost by the carrier, where the status is not marked as "delivered", must be filed no sooner than 7 days after the last tracking update.
• Items lost during the process of it being returned to sender caused by a customer providing an invalid, incomplete or undeliverable address will not be covered. 
• Items lost during the process of it being returned to sender caused by the customer's failure to pick up from the shipping courier pickup points will not be covered.
• Shipping Protection does not protect against orders being held at international borders due to the customer's failure to pay the customs fees. 

DAMAGED ITEMS POLICIES

• Shipping Protection does not cover manufacturing deficiencies, cosmetic damage (scratches, creases, etc), or packaging issues. At our discretion, we may offer a compensation or a replacement.
• Damages of items caused during transit are covered by Shipping Protection. Examples are physical damages and water damages that affect the integrity of the items. 
• Damaged items must be reported within 7 days of marked delivery.
• When submitting a Damaged Items claim, evidence such as photos and videos are required for investigation.

GENERAL POLICIES

• Shipping Protection does not cover lost, or damaged items if the customer provided an invalid, incomplete or undeliverable address at the time of order.
• Shipping Protection does not ensure customer's satisfaction with the sizing of their product. Customers are responsible for ordering the correct size that will provide the fit that is desired.
• Shipping Protection does not cover shipping delays for whatever reason.
• Shipping Protection does not cover orders that have been successfully delivered with signature proof.
• Shipping Protection premium is non-refundable. 
• Shipping Protection is an optional paid service that protects our customers against lost or damaged packages during transit.
• It is at the shipping courier's discretion to deliver a package to one of their pickup locations, in which case the customer is responsible for picking up their package in a timely manner. 

HOW TO FILE A CLAIM?

To get reimbursed when a package is reported lost or damaged, please reach out to info@stayfresh.ca. You will need to submit the order number, specify which items, and any documentation that may help with your case. 

The shipping courier may require up to 21 business days to investigate a lost package.

REPLACEMENT OR STORE CREDIT

When an order issue is resolved, the item(s) will either be replaced or refunded in the form of a store credit. A replacement will always be prioritized. It may take up to 6-8 weeks to replace an order. In the case where a replacement is impossible, a store credit will be issued. When calculating a refund, shipping costs, taxes and Shipping Protection premium are excluded.