ShipAid Package Protection

ShipAid protects agains lost, missing, damaged and stolen packages and is offered as an opt-in add on to all customers. If you purchased package protection and wish to file a claim, please do so here:

https://claims.shipaid.com/

If a chargeback or other claim is placed on the same order, the ShipAid Policy will be forfeited or put on hold until the resolution of the chargeback.

ShipAid Policy

Status or the order	With ShipAid Coverage	Without ShipAid Coverage
Lost in Transit	US orders: You may claim seven days after the last tracking update for packages presumed to be lost by the carrier and a tracking status not showing “delivered”. International orders: You may claim twenty days after the last tracking update for packages presumed to be lost by the carrier and a tracking status not showing “delivered”.	US orders: Subminimal will review each case twelve days after the last tracking event. International orders: Subminimal will review each case thirty days after the last tracking event, or 60 after the shipping date.
Returned to sender due to incorrect address	Covered	Subminimal is not responsible for address errors made by the customer when placing the order. US Orders: If the package is returned to Subminimal due to a customer error, Subminimal will resend the order providing the customer pays for the re-shipping fee. International orders: Packages are never returned to sender even when the postal service claims “returned to sender” on the tracking status. The package is discarded and the products are lost. Subminimal is not responsible if the address was incorrectly entered by the customer.
Orders stuck in customs	Customers in countries with import duties are responsible to pay their duties to retrieve the packages. Failure to pay duties is not covered by ShipAid.	Customers in countries with import duties are responsible to pay their duties to retrieve the packages. Failure to pay duties will result in the package being discarded. Subminimal is not responsible.
Order marked as unshipped	Covered.	Subminimal will re-ship any accidentally unshipped orders.
Stolen Packages	Packages marked "delivered" yet not received are considered stolen, claims must be filed 5 days after “delivery date” but no longer than 15 days to ensure it was not mis-delivered or easily found around the premises.	It is the customer’s responsibility to provide a secure delivery location where packages may not be stolen.
Incorrect Delivery	If the customer entered a correct address at checkout and the package was delivered to the wrong address, ShipAid considers this as stolen/lost and we will replace the order on behalf of the customer.	The customer must contact the courier/local post office to retrieve the last location of the package and arrange the pickup/re-delivery directly with the courier/post office. Subminimal will resend the package if the courier/post office confirm they accidentally delivered to the wrong address.
Failed delivery attempts	Covered. Couriers and postal services normally hold packages for10-14 days after the 1st failed delivery attempt. During that timeframe, the customer must to contact the courier/post office to check if they can still arrange the delivery or pick up. Only once marked “returned to sender” can a claim be filed. Claims must be filed in 2-15 days from the date marked returned to sender.	Customers shall track and respond to delivery attempts by the postal services. In some cases, customers may need to contact their local postal service to arrange pick up or re-delivery. Subminimal shall not be responsible for orders discarded due lack of responsiveness to the delivery attempt notices.
Damaged or broken items	Reports of damaged or broken items upon receipt must be filed within 5 days of receipt with photos and/or videos of the damage.	Reports of damaged or broken items upon receipt must be filed within 5 days of receipt with photos and/or videos of the damage.
Expedited Shipments delay	ShipAid does not cover delays by couriers in expedited shipments.	Subminimal is not responsible for delays by couriers in expedited shipments.
Too late to file	ShipAid only covers claims filed within the reasonable timeframes listed above.

Updated on: 25/09/2023