There’s no need to wait weeks for claims to be processed by couriers - protect your parcel with just 3% of the contents value and we’ll offer you a replacement* right away. 

* Replacement provided if all items are in stock. Otherwise we will offer you a store gift card code or refund.

WHAT WE DEEM AS LOST:

• Shipment states ‘delivered’ but you have not received it. We ask that you allow up to 5 working days for your parcel to be delivered. Sometimes the courier prematurely marks it as delivered and tries a redelivery, it turns up in a secure location at your property or it may be at your neighbors.
  
  
• Your tracking has not updated for a set length of time (see below by shipping method) and you are already 50% over your delivery goal from the time of the parcel being dispatched.
  • Standard Shipping, Domestic - 10 working days
  • Quick Shipping, Domestic - 5 working days
  • Express Shipping, Domestic - 3 working days
  • Passport, International - 17-19 days
  • UPS Expedited , international  - 4-5 working days
  • UPS Express , international  - 2-4 working days

We reserve the right to class 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.

WHAT WE DEEM AS DAMAGED:

• Items arrive damaged in transit - items broken, crushed, torn, etc.
• Some of your order is missing due to the box/packet opening in transit 

Please contact us immediately if your items have arrived damaged or something is missing. Submit photographic evidence of item damage or for missing items, a full page of the packing list included in the shipping box.

WHAT WE DO NOT COVER:

• Missing parcels or redelivery fees due to incorrect address information provided by you
• Delays in transit 
• Order marked as unfulfilled or unshipped. This may be due to inventory issues or dispatch delays
• Orders stuck in customs - we cannot be held responsible for customs delays. 
• 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

HOW TO SUBMIT YOUR CLAIM:

If your parcel is lost or damaged, please contact us on [email protected] from the email address you used to place your order. A member of our customer service team will assist you within 1 working day. What to include in your claim: 

• Subject line: CLAIM for order #BTHXXXXXX
• Description of your issue
• Photo evidence of damage

By selecting Navidium shipping protection, 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.

This is our in-house protection policy. Navidium shipping protection is non refundable.

OUR POLICY FOR UNPROTECTED PARCELS:

We will follow the claims policy with your selected courier to either locate your parcel or deem it as lost. This may take 6-8 weeks and is at the discretion of the courier.

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.