Shipping Protection Policy

PrepPro Australia offers optional Shipping Protection during checkout to provide additional coverage against unforeseen issues during the delivery process. By opting into this service, you agree to the terms and conditions outlined herein. This policy is designed to protect both the customer and PrepPro while ensuring transparency and mitigating the risk of fraudulent claims.

1. Coverage Details

Shipping Protection provides coverage for specific incidents that may occur during transit. The following scenarios are covered:

1.1. Loss During Transit

• Orders confirmed as lost by the postal carrier are eligible for coverage under the following conditions:
  • Domestic Orders: Loss is recognized only if:
    • The package shows no tracking updates for 20 consecutive business days after dispatch.
    • Written confirmation is provided by the carrier verifying that the package is lost.
  • International Orders: Loss is recognized only if:
    • The package shows no tracking updates for 21 consecutive business days, excluding delays caused by customs processing.
    • Written confirmation is provided by the carrier verifying that the package is lost.
• Loss is not covered if the item is marked as "delivered" by the postal carrier (see Theft section).

1.2. Theft After Delivery

• If an order is marked as "delivered" by the postal carrier but is reported stolen from the delivery location:
  • The customer must file a police report within 24 hours of the marked delivery time.
  • The police report must clearly include:
    • The order number and description of the stolen item(s).
    • The delivery address where the theft occurred.
    • Any available evidence of the theft, such as surveillance footage or visible signs of forced entry.
  • The police report must be submitted to PrepPro Australia as part of the claim. Claims without this documentation will not be processed.

1.3. Damage During Transit

• If items are damaged during transit, coverage is provided under the following conditions:
  • Photographic evidence is mandatory and must include:
    • Images of the damaged item(s).
    • Images of the packaging, clearly showing the shipping label and any visible damage to the exterior of the package.
  • Damage to the external packaging alone does not qualify unless it directly results in damage to the product(s) or loss of contents.

1.4. Loss Due to Package Damage

• If items are missing due to damage to the package (e.g., torn or broken packaging causing items to fall out), the following applies:
  • Photographs of the damaged package upon delivery must be provided, clearly showing the area where items could have fallen out.
  • Claims lacking this evidence will be denied.

1.5. Eligibility Requirements

• Coverage is only applicable to orders where the customer has opted into and paid for Shipping Protection at checkout.
• Shipping Protection must cover the full value of the order. Partial coverage is not permitted.

2. Exclusions from Coverage

Shipping Protection does not cover the following situations:

2.1. Incorrect or Incomplete Addresses

• Orders shipped to an incorrect, incomplete, or outdated address provided by the customer during checkout are not eligible for claims.
• It is the customer’s sole responsibility to ensure that all shipping information is accurate and up to date at the time of purchase.

2.2. Waived Signature Requirements

• If a customer waives the signature requirement or requests the carrier to leave the package in a safe place (e.g., “Authority to Leave”), Shipping Protection will not cover theft or loss claims.

2.3. Unclaimed or Refused Packages

• Packages returned to PrepPro Australia due to being unclaimed or refused by the recipient are not eligible for claims.
• Returned packages may be subject to restocking fees as outlined in the General Disclaimers section.

2.4. Customs Delays or Seizures

• Shipping Protection does not cover delays or confiscation of items caused by customs processing or regulatory authorities in the destination country.

2.5. Force Majeure

• Events beyond the control of PrepPro Australia, including natural disasters, strikes, pandemics, or acts of war, are not covered under Shipping Protection.

2.6. Fraudulent or Misleading Claims

• Claims determined to be fraudulent, misleading, or supported by false documentation will result in the forfeiture of coverage. PrepPro reserves the right to blacklist customers and pursue legal action if fraudulent activity is detected.

3. Filing a Claim

To submit a claim, the following steps and documentation are required:

3.1. Timeframe for Filing

• Claims must be submitted to PrepPro Australia within 24 hours of:
  • Receiving a damaged item.
  • Discovering a package marked as "delivered" has been stolen.
  • Realizing an item is missing due to package damage.

3.2. Required Documentation

• The following details must be included in your claim submission:
  • Order number and purchase date.
  • A detailed description of the issue (e.g., damaged item, theft, or loss).
  • Photographic evidence as applicable:
    • Damaged item(s).
    • Damaged packaging, showing the shipping label and visible damage.
    • The location where the package was left (for theft claims).
  • Written confirmation from the carrier for lost packages.
  • A copy of the police report (mandatory for theft claims).

3.3. Review Process

• Claims will be reviewed within 5 business days of receiving all required documentation.
• Customers will be notified if additional evidence or information is required. The review process will be paused until the requested information is provided.

4. Resolution of Claims

4.1. Approved Claims

• For approved claims, PrepPro Australia will only offer a replacement of the insured items, subject to availability.
• Replacement items will be shipped to the original delivery address. Address changes for replacements are not permitted.

4.2. Denied Claims

• Claims may be denied if they fail to meet the eligibility criteria or if insufficient evidence is provided.
• PrepPro reserves the right to deny claims for items marked as "delivered" unless supported by a valid police report within the specified timeframe.

5. Limitations of Liability

• PrepPro Australia’s liability under Shipping Protection is strictly limited to the replacement of the insured items.
• Under no circumstances will PrepPro Australia be liable for indirect, incidental, or consequential damages resulting from a loss, theft, or damage claim.
• Shipping Protection does not serve as a guarantee for delivery times, nor does it extend to delays caused by the courier or customs authorities.

For any questions or to submit a claim, please contact service@preppro.com.au