PPR replaces lost, stolen, and damaged items that fit the following criteria. First, review the policies to understand what lost, stolen, and damaged items PPR will cover.
LOST ITEM POLICIES
Packages presumed to be lost
Order issues for packages presumed to be lost by the carrier (where the status is not "delivered") must be filed no sooner than seven days after the last tracking update for United States domestic shipments (20 days for Canada) and within 30 days from the previous checkpoint.
Invalid address or delivery barriers
Sometimes carriers cannot deliver the customer's package due to an invalid address or other unexpected delivery barriers. At this point, the carrier might return the package to Inspiranza Designs. However, the package is not lost; thus, PPR does not cover this.
Only part of the order delivered
Packages labeled "return to sender"
PPR only covers packages labeled return to sender because the order has been sent back to Inspiranza Designs unopened with the original label. Items are returned to the sender when a customer provides an invalid or undeliverable address or refuses delivery.
PPR covers the customer's order if the package gets lost in transit back to Inspiranza Designs but not returns sent by the customer with a new label.
Order issue filed too soon
If the customer is filing an order issue the same day that the package is marked as delivered, PPR may ask you to wait three business days. Carriers sometimes prematurely mark the package as delivered when it's still in transit.
STOLEN ITEM POLICIES
Delivered but missing package
Order issues for packages marked "delivered" yet not received are considered by PPR as stolen. Therefore, they must be filed three days after the "delivery date" but no longer than 15 days to ensure it was not mis-delivered or easily found around the premises.
Delivered to a wrong address
If the customer input the correct address at checkout and the package was delivered to the wrong address, PPR considers this as stolen, and we will replace the order on behalf of the customer.
DAMAGED ITEM POLICIES
A damaged item is considered a broken product that is fractured, shattered, and bent, crushed, etc. will be replaced.
PPR requires further evidence of the customer's damaged item before approval (i.e., photos, videos, etc.).
Input wrong address
If the customer entered the wrong address at the time of order, PPR does not cover this.
The customer needs to reach out to Inspiranza Designs to remedy the incorrect address before the package ships.
Too late to file
PPR can action an order issue filed within the bounds of our domestic/international timeline policy. However, if an order issue is filed outside of this timeline, PPR will deny the order issue according to these policies:
Order issues for packages marked "delivered" yet not received must be made three days after "delivery date" but no longer than 15 days to ensure it was not misdelivered or easily found around the premises.
Order issues for packages presumed to be lost by the carrier (where the status is not "delivered") must be filed no sooner than seven days of last checkpoint for United States domestic shipments (20 days Canada) and within 30 days from the last checkpoint.
Expedited shipping hasn't arrived as expected
If the customer's package is delayed for whatever reason, PPR will not cover it as delivery schedules can be interrupted due to weather or other unforeseen occurrences. USPS does not guarantee the delivery date of Priority and First Class packages.
If a customer does not respond within five days of the last correspondence for a claim, PPR will automatically close the order issues. Customers can open the order issues back up by replying to the original thread.
If the customer's package has not shipped, Inspiranza Designs can refund the PPR premium.
If the item has shipped, PPR is already protecting the package and cannot refund the customer.
Deadlines to report an order issue
When you purchase PPR, you can report an order issue for packages that may be lost, stolen, or damaged.
Ensure you report an issue within the respective deadlines*:
Damaged: Within 15 days of when the package was marked delivered
- Lost (domestic): Between 7 and 30 days from the last tracking update
- Lost (international): Between 20 and 30 days from the previous tracking update
- Stolen: Between 3 and 15 days of when the package was marked delivered
*PPR requires these wait-to-file periods for stolen and lost orders as packages are sometimes delayed in transit or prematurely marked as delivered.