Shipping Protection

Overview

Our Shipping Protection Policy ensures your order is covered against damage, loss, or theft during transit. By opting for shipping protection at checkout, you gain peace of mind knowing your purchase is safeguarded until it reaches you.

What is Covered

  • Lost Shipments: Packages that do not arrive at the delivery address provided during checkout.
  • Damaged Items: Products that are physically damaged during transit, rendering them unusable or significantly altered in appearance.
  • Stolen Packages: Orders marked as delivered but not received by the customer.

What is Not Covered

  • Delays caused by the carrier or other unforeseen circumstances.
  • Incorrect or incomplete delivery addresses provided by the customer.
  • Packages returned to sender due to customer non-response or refusal to accept the delivery.
  • Minor cosmetic imperfections or slight damage to packaging that does not affect the product's functionality.

How to File a Claim

  1. Contact Us
    Notify our customer service team via email, phone, or our support portal within 7 days of the issue.
  2. Provide Documentation
    Include your order details, proof of purchase, and photos if applicable (e.g., photos of the damaged item, packaging, or delivery confirmation for stolen packages).
  3. Investigation
    We will work with the shipping carrier to investigate and confirm the issue.
  4. Resolution
    Upon approval of your claim, we will arrange for a replacement, store credit, or a refund.

Replacement or Refund Process

  • Replacement products will be shipped at no additional cost to you.
  • Refunds will be processed to the original payment method within 5–7 business days.
  • Store credit may also be offered as an alternative resolution.

Limitations

  • Claims must be filed within 7 days of the delivery date for damaged or stolen packages, and within 14 days of the expected delivery date for lost shipments.
  • This policy applies only to orders where shipping protection was purchased at checkout.
  • Shipping protection does not cover items sent to addresses outside the intended delivery location.

Additional Information

For questions or assistance, please contact our support team at hello@ozgoodsdepot.com.au.

Our Shipping Protection Policy is designed to provide extra security for your purchase, ensuring you have a seamless shopping experience.