Package Protection covers lost, stolen, and damaged items that fit the following criteria. Review the policies to understand what lost, stolen, and damaged items Package Protection will cover.
Note: When refunding an item, Package Protection covers the subtotal of the order. Shipping costs, taxes, and the Package Protection premium are not included.
When replacing an item, Package Protection covers the subtotal of the order, the Package Protection premium, shipping costs, and taxes. Package Protection does not pay custom/duty fees.
Lost Items Policies
Packages presumed to be lost
Order issues/claims for packages presumed to be lost by the carrier (where the status is not "delivered") must be filed no sooner than 7 days after the last tracking update for United States domestic shipments (20 days for international shipments), and no later than 30 days after the last checkpoint/tracking update.
Stolen Items Policies
Delivered but missing package
At our discretion, Package Protection requires a police report when the customer’s package is marked as delivered.
- Customer files the police report and includes an explanation that package protection has been purchased to protect the customer’s package that has been stolen. To process the order issue, a police report is required.
- Upload a link to the police report PDF & number in the order issue.
Upon request, additional documentation may be required (e.g. proof of identity, address, etc.).
Note: Depending upon the jurisdiction, a false police report may be charged as a misdemeanor or a felony
**Order issues for packages marked "delivered" yet not received are considered by Package Protection as stolen and must be filed 5 days after “delivery date” but no longer than 15 days to ensure it was not misdelivered or easily found around the premises.
Filing a police report
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On orders over $100, Package Protection requires evidence of the police report
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Customer files the police report and includes an explanation that Package Protection is a package protection company that has protected the customer’s package that has been stolen. To process the order issue with Package Protection, Package Protection is requiring a police report. Once filed, the customer sends Package Protection the police report PDF & number in the order issue.
- Upon request, Package Protection can require additional documentation (e.g. proof of identity, address, notary, etc.).
Delivered to wrong address
- If the customer input the correct address at checkout and the package was delivered to the wrong address, Package Protection considers this as stolen and we will replace the order on behalf of the customer.
Damaged/ Defective Items
Package Protection is not a product replacement plan!
Package Protection will not approve any claims made for defective or burned devices - please see our returns policy and contact us at support@zuluvape.com.
Package Protection does cover damage to packages caused during transit that would make the products otherwise unusable, as per their policies.