Package Protection / Delivery Guarantee Policy
We want every order to arrive safely, on time, and in perfect condition. Free Package Protection (sometimes shown as Delivery Guarantee) is our merchant guarantee—not an insurance policy—designed to give you peace of mind while keeping the program fair for everyone.
What’s Covered
- Damaged items – Product arrives broken, leaking, or otherwise unusable.
- Lost in transit – No scans or updates for 10+ days (domestic) or 21+ days (international).
- Stolen after delivery – Tracking shows “delivered” but you did not receive the package.
- Substantial delay – No movement on tracking for 10+ days after the last carrier scan.
Claim Windows
- Damage – Report within 7 days of delivery.
- Theft (delivered but not received) – Report within 5–10 days of the carrier’s delivery scan.
- Lost in transit – Eligible after 10 days (domestic) or 21 days (international) with no updates.
- Substantial delay – Eligible after 10+ days with no tracking movement.
Claims filed outside of these windows are not eligible.
Proof Required
- Damage: Clear photos of the outer packaging and the damaged product.
- Theft: A photo of the delivery area (porch, mailbox, or usual drop-off point).
- All claims: A short statement confirming your description is accurate. This statement, along with any photos, may be shared with the shipping carrier as evidence if we pursue reimbursement.
Please avoid including personal or sensitive details in photos (for example, children or IDs).
Remedies
- Replacement first – We resend affected item(s) at no cost.
- Store credit or refund – If a replacement is not possible or you decline it.
Exclusions
- Incorrect or incomplete shipping address entered at checkout.
- Packages that were refused, unclaimed, or redirected.
- Delivery to PO boxes (where carrier restrictions apply).
- Shipments to freight forwarders or reshippers.
- Orders where a chargeback has been filed.
- Minor cosmetic imperfections to packaging that do not affect product use.
- Shipments exceeding the per-package coverage limit of $100.
Safeguards Against Abuse
- Signature required – Orders over $500 or repeat claimants may be shipped with signature required.
- Claim limits – One covered claim per customer per year; more than two claims in 12 months may require additional verification.
- Suspicious activity – We may limit or deny coverage where we reasonably suspect fraud. You’ll be notified in writing.
- Appeals – You may appeal a limitation or denial within 14 days by replying with additional information.
Privacy & Data Use
What we collect
- Photos of packaging, damaged items, or delivery areas.
- Your confirmation statement (attestation).
- Order and shipping details.
How we use it
- To verify and process your claim.
- To prevent fraudulent claims and protect this program.
- To comply with accounting and legal recordkeeping obligations.
- To share with carriers or insurers as evidence when seeking reimbursement.
How long we keep it
We retain claim records (including photos and statements) for up to 7 years, then securely delete them. This aligns with common accounting and fraud-prevention requirements.
Who sees it
- Our internal customer service and operations team.
- Carriers or insurance partners, only when necessary to investigate or recover costs.
- Never for marketing or unrelated purposes.
Your rights
You may request access to your claim data or request deletion (unless we must retain it for fraud prevention or legal defense). Contact us at support@thehoneyjarhome.com.
Important Notes
- This is a merchant guarantee, not an insurance policy.
- Claims are typically reviewed within 2 business days.
- We may require signature on delivery to prevent repeat issues.
- Abuse of the program may result in claim limits or refusal of future coverage.
