Filing a claim with postal carriers is often unhelpful and time consuming. When you purchase Navidium shipping protection at checkout with your order, we’ll send you a refund or replacement if your package is lost in transit, arrives damaged or is stolen.
Shipment states ‘delivered’, but you haven’t received it
Please allow up to 5 business days from the date your package is marked as delivered for your parcel to turn up.
Sometimes the courier prematurely marks it as delivered and tries a redelivery.
Sometimes the package may turn up in a secure location at your property. Please check thoroughly. We have had a few clients report they found their package hidden behind plants, bushes and even under the porch! Carriers sometimes hide packages to deter porch pirates.
Sometimes another household member, a neighbor or the front desk at an apartment building may have taken the package for you. Please ask anyone who may have done this.
A package is considered stolen if you, or someone you know, saw a person take your package after the package was delivered. In addition to reaching out to our customer love team, we encourage reporting all thefts to your local authorities.
If you’ve checked thoroughly and it has not shown up after the 5 business days, please report to the shipping carrier to get a report form and open a lost package case. Once your package is declared lost, pleaseemail us with the declaration from the shipping carrier to report it. You have 14 days from the date that it was marked "delivered" to notify us of the problem for the package to be protected. The package protection will cover a replacement or refund for the item(s) lost.
Your package seems lost or unusually delayed in transit
If your package has had no scans or evidence that it’s moving to you for more than 5 business days, pleaseemail us to report it. We’ll investigate the delay to determine if it’s truly lost or if it’s simply taking longer due to unusual circumstances.
When our customer service team is aware of delays due to carrier logistics issues, high volume shipping season or a natural disaster, we reserve the right to classify these packages as ‘delayed’ rather than lost.
If the item is lost please report to the shipping carrier to get a report form and open a lost package case. Once your package is declared lost, pleaseemail us with the declaration from the shipping carrier to report it. You have 14 days from the date that it was marked "delivered" to notify us of the problem for the package to be protected. The package protection will cover a replacement or refund for the item(s) lost.
Your package arrives damaged or incomplete
Pleaseemail usimmediately if your items have arrived damaged or if something is missing. Please send pictures to show us the problem. You have 7 days from the date the package is marked "delivered" to report this and submit photographic evidence of tampered items for the package to be protected.
Package protection will cover replacement or refund for items damaged or incomplete due to problems in transit.
A package is considered damaged if:
The products in your package were damaged in transit.
Products are missing from your package, because the package was opened during transit
How do I receive a refund or replacement?
Pleaseemail us with the info below and our team will respond within 24 business hours.
Your order number
Description of the issue
Photo of damaged products/package if applicable
WHAT'S NOT COVERED
Missing parcels or redelivery fees due to incorrect address information provided by the customer at checkout or delivery barriers
Packages returned to us because the customs fees were not paid for. Customs fees are charged by your country of residence and are the responsibility of the customer. Any return to sender fees will be deducted from your refund.
Delays in transit or processing
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 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
Items that are returned to us for a refund or exchange in unsellable condition
If you’re unsatisfied with your new jewelry, this isn’t a product replacement plan. Rather, pleaserequest a return / exchange within our return period.
Packages that have already been replaced or refunded under Navidium Shipping Protection. If a package is replaced and there are further shipping issues, please contact the shipping carrier directly.
OUR POLICY FOR UNPROTECTED PARCELS
If you deselect Navidium Shipping Protection, your package will not be covered for loss or theft beyond the standard protection provided by the carrier. You may contact the carrier to make a report. We will gladly help you in any way we can to recover your loss. Do not hesitate to contact us for help in this process.
This is our in-house protection policy. Navidium package protection is nonrefundable once the package has shipped. Navidium must be purchased at checkout for items to be protected.
Gardens of the Sun reserves the right to refuse shipping to addresses or accounts with repeat shipping problems. It’s the responsibility of the customer to have a reliable shipping address where packages can be left safely.
We will continue to track your parcel and should it appear, we request it be sent back to us at our expense.
By selecting Navidium shipping protection, you agree to these terms.