Navidium Shipping Protection PoliciesUpdated 7 months ago

PACKAGES PRESUMED TO BE LOST

Domestic Packages (United States [excluding APO/FPO], Canada, Australia, United Kingdom): If your package's tracking shows that it is still in transit (i.e., has not been returned to the sender) but has not been updated for 7 days from the last update, Navidium will cover a replacement order, provided the shipping address on file is correct and complete.

International Packages (including all countries not listed above) & APO/FPO Packages: If your package's tracking shows it is still in transit (i.e., has not been returned to the sender) but has not been updated for 15 days from the last update, please contact your local postal or customs office to confirm the package is not with them. If it is not, Navidium will cover a replacement order, provided the shipping address on file is correct and complete.

Please Note: If tracking indicates that your order is with customs, we recommend contacting your local postal or customs office for additional information or instructions. You may need to retrieve the package yourself or provide additional information for it to be cleared and delivered. If customs cannot locate your package, please reach out to us at [email protected].

*Claims for packages presumed to be lost must be submitted within 60 days from the date the order was shipped out.

ITEMS WERE DAMAGED DURING TRANSIT

"Damaged" includes:

• obvious fractures

• shattered/crushed

• bent (if not bendable)

• Torn core package

• missing items due to torn/open packaging

If your damaged item(s) meet any of the above criteria, please send us a picture of the damaged item(s) and packaging to [email protected]. 

If you feel that your item was significantly damaged during transit but the damage is not mentioned in the above list, please send us a picture of the item to the above email address for our support team to evaluate.

*Claims for damaged items must be submitted within 5 days of the order being delivered.

PACKAGES PRESUMED TO BE STOLEN:

If your order's tracking indicates that your package was delivered to your location but you have still not received it after 5 days from the marked delivery date and you have not been able to locate it with your local post office and/or the shipping courier, please reach out to us at [email protected]. 

Please include in your email:

• Your full shipping address so we can verify that the address on file is correct and complete. 
• Confirm that you have contacted your local post office and they have not been able to assist you further.

*For stolen packages, claims must be submitted within 20 days from the date the order was marked as delivered.