Shipping Protection

Optional add-on at checkout

Lost or damaged in transit? With Shipping Protection, we sort it out — fast.

Carrier claims can take weeks, sometimes longer. For a small fee, calculated on your order value and shown at checkout, Shipping Protection means we handle the claim on your behalf and resolve a lost or damaged shipment on an expedited basis, with a refund or replacement. Here's exactly what it covers, what it doesn't, and how to make a claim.

Small fee, shown at checkout We handle the carrier claim for you Refund or replacement Selected at checkout

With protection vs. without

Either way we'll help. The difference is who carries the wait.

With Shipping Protection

We file and manage the claim with the carrier on your behalf.
Once a parcel meets our definition of lost or damaged, we offer a refund or replacement right away — you don't wait for the carrier's decision.
A small fee based on your order value, shown and added at checkout.

Without Shipping Protection

We still open an investigation with the carrier and follow its claim process to locate the parcel or have it declared lost.
A refund or replacement follows the carrier's decision, which can take 3 to 4 weeks and is at the carrier's discretion.
No added cost.

What we consider lost

Carriers sometimes mark a parcel "delivered" a day early, attempt redelivery, or leave it somewhere safe on your property. So we ask for a short waiting period before treating a parcel as lost.

7 business days

Please allow this long after a "delivered" status before reporting a parcel as missing

15 days

Maximum wait for a Canadian domestic shipment marked "delivered" — after that, it's deemed lost

2 weeks

If the status isn't "delivered" and tracking hasn't updated for 2 weeks from the ship date, it's deemed lost

Marked "delivered" but not received

Check around your property, with household members and neighbours first — parcels often turn up in a secure spot or were misdelivered nearby. If it hasn't appeared within the waiting period, it's considered lost.

Tracking has gone quiet

If the status isn't "delivered" and there's been no tracking movement for 2 weeks from the ship date, we treat the parcel as lost in the carrier's network.

Known network delays When we know the carrier's network is backed up (peak season, weather), we reserve the right to classify a quiet parcel as delayed rather than lost. Otherwise, we offer a refund or replacement right away.

What we consider damage

Damaged in transit

The box was dropped or mishandled, leaving a scuff, chip or other cosmetic damage on the item.

Part of the order is missing

The box or packet opened in transit and some of your items didn't make it.

Contact us immediately — with photos If items arrive damaged or something is missing, contact us right away and include photos of the damaged or tampered items and packaging. Don't install a damaged item.

What isn't covered

Shipping Protection covers the journey between us and your door. It isn't a product replacement plan.

Not covered

Address & delivery choices

Missing parcels or redelivery fees caused by an invalid or incorrect address you provided
Items you asked the carrier to leave outside your property that then go missing — under carrier terms, this waives any claim
A parcel with GPS or photo evidence of delivery to your property, a neighbour, or a secure location

Timing

Delays in transit
Orders still marked unfulfilled or unshipped — for example a pre-order or a shipping delay during high-volume periods such as the holidays

Product & returns

Dissatisfaction with the product itself — request a return or exchange under our Returns policy instead
Items returned to us for a refund or exchange in an unsellable or used condition

How to submit a claim

If your parcel is lost or damaged, here's how to get it resolved quickly.

Wait out the waiting period (lost parcels only)

Please don't report a parcel as missing until the period above has passed. Damaged or incomplete deliveries should be reported immediately.

Email us from your order email address

Subject line: CLAIM for order #12345 (your order number)
A description of the issue
Photos of any damage

We take it from there

A member of our customer service team will handle the claim and arrange your refund or replacement. We keep tracking the original parcel too — if it turns up, we'll have it sent back to us at our expense.

The fine print

By selecting Shipping Protection at checkout, you agree to these terms.
Shipping Protection is non-refundable.
This is our in-house protection policy; it isn't insurance and doesn't replace your rights under our Shipping and Returns policies.

Questions about a shipment?

Have your order number ready. We're here Monday to Friday, 9:00 a.m. to 5:00 p.m. (ET).

1-866-935-9493 info@wheelwiz.ca Contact form