Shipping Protection

PROTECT YOUR DELIVERY WITH SHIPPING PROTECTION

There’s no need to wait weeks (or longer) for claims to be processed by shipping carriers. For only 2.5% of your order's value, we will handle the claim on your behalf to ensure that your issue is resolved in an expedited manner. 

WHAT WE DEEM AS LOST

• Carrier status states "delivered’", but you have not received it. Depending on where you live, we ask that you allow up to 7 business days but no longer than 15 days for Canadian domestic shipments (20 days for international shipments, including the United States) for your parcel to be delivered. Sometimes the carrier prematurely marks it as delivered and tries a redelivery, and it then turns up in a secure location at your property or perhaps may be misdelivered.
• If your carrier status is not "delivered" and your tracking has not updated for 2 weeks from the ship date.

We reserve the right to classify 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 right away.

WHAT WE DEEM AS COSMETIC DAMAGE

• Items arrive damaged in transit - Box was dropped, resulting in a scuff/chip
• Some of your order is missing due to the box/packet opening in transit

Please immediately contact us if your items have arrived damaged or if something is missing. Submit photographic evidence of tampered items.

WHAT WE DO NOT COVER:

• Missing parcels or redelivery fees due to invalid / incorrect address information provided by you
• Delays in transit
• Orders marked as unfulfilled or unshipped. This may be due to a pre-order or delay in shipping during high-volume periods (ex. Holidays).
• International orders stuck in customs - we can't be held responsible for customs delays. Please get in touch with your chosen carrier and pay required customs fees (unless customs were included at checkout). If you refuse customs payments, we are not liable for any return to sender fees and these will be deducted from any potential refund.
• Items that are returned to us for a refund or exchange that are in an unsellable/used condition
• 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.
• If you are unsatisfied with the product, Wheelwiz Shipping Protection is not a product replacement plan. Rather, please request a return / exchange in accordance with our return policy.
• If your parcel has a GPS location or photographic evidence that it has been delivered to your property, is with a neighbor or at a secure location, we are not responsible for a refund or replacement.

HOW TO SUBMIT YOUR CLAIM

If your parcel is lost or damaged, please contact us immediately with your order number from the email address you used to place your order. A member of our customer service team will happily assist you. What to include in your claim:

• Subject line: CLAIM for order #12345 (your order#)
• Description of your issue
• Photo evidence of damage

We will continue to track your parcel and, should it appear, we will request it be sent back to us at our expense.

By selecting the shipping protection option, 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.

Shipping protection is non-refundable.