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Where’s my order?

Sometimes your missing order is still in transit or it has not been shipped yet. Please track your order with the tracking number that we sent you in an email. If the order was shipped and it has been more than 14 business days please file a claim so that we investigate the issue.

My package is missing. Is it lost or stolen?

We understand you’re anxious about your package, and we’re here to help!

If your package doesn’t arrive within 2 days of being marked delivered, please file a claim with us.

Should I contact the shipping carrier?

If your order is stuck in transit, you should absolutely contact the shipping carrier.

If your order is stuck in the Confirmed or Pre-Shipment status, please us immediately. If we have turned the package over to the carrier, we will need to wait for the carrier to update the statu in their system. If it has been more than 7 business days please contact us and we will investigate the issue.

What does shipping protection cover?

When shipping protection is applied to an order, we provide coverage if the package becomes lost, damaged, or stolen while it is in transit to the customer.

*Please not it can 3-7 business days to complete an investigation.

How long do I have to file a claim?

Claims must be filed within 14 days from the date the package was marked delivered.

How do I file a police report?

Orders over $100 and shows delivered, will require a police report to be filed before we can investigate a claim.

Police reports can be completed in person, online, and over the phone. This process should take less than 10 minutes.
Look up your local police station’s website online to get their non-emergency number so you can contact them, or check for an online form you can fill out instead. Every station is different, so some may allow online forms, and some may require a phone call or in-person correspondence.

Once you’ve contacted the police, they will ask you questions about what happened and take notes on what you’ve told them. You may be asked if you want to file an insurance claim, you can just tell them you’re protected by Insurify.

What type of damage is covered?

We provide coverage for damaged products that are broken and cannot be used, this includes products that are clearly shattered, bent, crushed, or exhibiting similar issues.

What if I did not want to add coverage to my order?

We’re sorry to hear that! If your package hasn't been shipped out and provided with a tracking number yet, we'd be more than delighted to process a refund for you.

However, if it has already been shipped out and you've received a tracking number, unfortunately, we won't be able to offer you a refund since the package is already being protected by Insurify.

Claim resolution expectations?

We know that filing a claim can be a stressful experience, so our team works hard to make it as smooth as possible. Most of our claims are expected to be resolved within 1 – 3 business days.

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Frequently Asked Questions