Package Protection Terms
Effective August 23, 2026
These Package Protection Terms ("Terms") govern the optional package protection service ("Protection") offered at checkout on participating merchant stores and provided by Disputely LLC ("we," "us") in partnership with the merchant from whom you purchased your order. By adding Protection to your order, you agree to these Terms.
What Protection covers
Protection applies to the delivery of the order it was purchased with, and covers:
- Loss in transit — your order never arrives and tracking shows no delivery.
- Theft — your order is marked delivered by the carrier but you did not receive it.
- Damage — your order arrives physically broken or unusable.
The Protection fee
The Protection fee is displayed at checkout before you complete your purchase and is charged as part of your order total. Protection is optional — you may decline it at checkout and complete your purchase without it.
Subscription orders: if you add Protection to an order that creates a recurring subscription, the Protection fee will also be added to each recurring shipment so that every delivery is covered. You may remove Protection from future shipments at any time by contacting the merchant or emailing support@protect.shop.
Filing a claim
To file a claim, use the claims page or email support@protect.shop with your order number. Claim windows:
- Lost in transit: file no earlier than 7 days after the last tracking update (20 days for international shipments) and within 30 days of the expected delivery date.
- Theft: file within 15 days of the carrier's delivery scan. For high-value orders we may request a police report or signed statement.
- Damage: file within 15 days of delivery and include photos of the damaged item and packaging.
How claims are resolved
Approved claims are resolved, at your choice where available, by a replacement of the covered items (reorder) or a refund of the covered items. We aim to resolve claims promptly after receiving the information needed to review them. Claim approval is subject to verification of the order, tracking history, and the information you provide.
What is not covered
- Orders where Protection was not purchased.
- Delivery delay alone, where the order ultimately arrives in acceptable condition.
- Shipments sent to an address entered incorrectly at checkout, or packages held or returned by the carrier due to recipient unavailability.
- Ordinary wear, manufacturing defects, or dissatisfaction with the product itself (these are handled under the merchant's return policy).
- Items prohibited from shipment under applicable law or carrier rules.
- Claims we reasonably determine to be fraudulent or abusive.
Our role
Protection is a service arrangement between you, the merchant, and Disputely LLC; it is not an insurance policy issued to you. We administer Protection claims on behalf of participating merchants. Your purchase of the underlying products remains subject to the merchant's own terms and return policy.
Limitations
The maximum remedy for any claim is a replacement of the covered order or a refund of the amount paid for the covered items and the Protection fee. We are not liable for indirect, incidental, or consequential damages arising from a covered event.
Changes to these Terms
We may update these Terms from time to time. The version in effect when you purchase Protection applies to that order. Updates become effective upon publication on this page.
Governing law
These Terms are governed by the laws of the State of Wyoming, without regard to conflict of law principles.