Shipping Protection Policies

Shipping Protection is an optional paid service that protects our customers against lost or damaged packages during transit. If a package covered by Shipping Protection is lost or damaged during transit, the customer may be eligible for reimbursement (replacement or store credit) upon investigation and approval.

Review the policies outlined below to understand what is covered by Shipping Protection.

Note: Reimbursements for lost or damaged items under Shipping Protection exclude shipping costs, taxes, and the Shipping Protection premium.

IF SHIPPING PROTECTION IS DECLINED

Please note that Stay Fresh is not liable for any lost or damaged items on orders where Shipping Protection was declined. This includes any loss or damage that may occur during transit, including shipments sent to our warehouse for Special Orders.

We recommend considering Shipping Protection for added peace of mind.

SHIPPING PROTECTION FOR U.S. ORDERS

Due to current U.S. tariff regulations, we are only able to declare and insure shipments up to a maximum value of $800 in order to avoid additional tariff charges. As a result, our Shipping Protection premium covers your order for up to $800 in value.

Please note that this is the maximum coverage included, and you are not being charged extra for insurance beyond this amount.

We appreciate your understanding and are here to assist if you have any questions regarding your coverage or shipment.

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. 
• When submitting a Lost Items claim, evidence such as police report file number and any available evidence may be required for investigation.

DAMAGED ITEMS POLICIES

• Shipping Protection does not cover manufacturing deficiencies, cosmetic damage (scratches, creases, etc), or packaging issues including damaged box. 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.
• A police report may be required at Stay Fresh's discretion for the processing of a claim.
• 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. 
  
• The shipping courier may, at their discretion, deny insurance claims. We will adhere to their decision accordingly. 
• Shipping Protection only covers the cost of the item. Sales tax is excluded from the coverage.

HOW TO FILE A CLAIM?

To initiate a claim for a lost or damaged package, please contact us at info@stayfresh.ca within 14 days of the marked delivery date. Include your order number, a list of affected items, and any relevant documentation (e.g., photos, tracking information).

The shipping courier may take up to 21 business days to investigate a lost package. During this period, we will work closely with the courier to resolve the issue promptly.

If the customer does not provide the required documents within 10 days of the request, the claim will be closed.

REPLACEMENT OR STORE CREDIT

When a claim is approved, 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.