What is Green and Gold Shipping Protection?
Quadratec’s Green and Gold Shipping Protection protects your Quadratec purchases if your packages are lost, stolen, or damaged during shipping to destinations in the United States. Not all items are eligible for coverage. Please see "What is not covered by Shipping Protection" below.
When does coverage start and end?
Shipping Protection begins when a package ships as a result of you placing a Quadratec order, and the respective shipping carrier first scans the package. You can usually find this date on the shipping carrier’s tracking site.
Coverage has not started if a shipping label is created but has not yet been scanned by the shipping carrier.
Coverage ends when one of the following happens:
- Your package(s) are delivered to your final destination undamaged.
- Your package(s) do not reach a final destination and you file a claim - and that claim is approved or denied.
- Your package is lost or damaged during shipment, and you do not file a claim for loss or damage within the "60 day window" for filing a claim (see below).
How do I file a Shipping Protection claim?
You can file claims online or by phone. You have a few options for filing a claim:
- You will receive a shipping protection confirmation email when your package ships. This email contains a link to file a claim.
- Go online, or call our Contact Center at (800) 745-5337 between 9:00 AM and 5:00 PM EST, Monday through Friday, if you are eligible to file a claim. See below for when your claim must be filed.
What information do I need to file a claim?
When you file a claim within the required timeframe, we’ll ask you to tell us if the item(s) were lost, stolen or damaged. If the shipment contains multiple items we may ask you to confirm which covered items are affected.
Additionally, we may ask for details and documents as part of your claim. Those documents may include:
- Photos of any damaged items, packages or packing material.
- Any police reports or video surveillance footage.
If you have (or can get) this information, but do not provide it to us within 60 days of our request, your claim will be denied.
When can I file a claim?
You MUST file your claim within the "60 day window." Once the "60 day window" expires, a claim can no longer be filed. Here is an explanation of when the "60 day window" begins:
- If you receive your package and it is damaged, you can immediately file a claim upon discovery of the damage. You must file your claim within 60 days of your delivery date. The "60 day window" begins on the day your package is delivered.
- If you do not receive you package, but the carrier's tracking page shows "delivered," and you did not receive your package wait five days of your delivered date, then you can file a claim. You must file your claim within 60 days after waiting five days past the "delivered" date. The "60 day window" begins five days after the "delivered" date.
- If the carrier's tracking page shows an "estimated delivery date," and you do not receive your package within five days of your estimated delivery date, then you can file a claim. You can typically find the "estimated delivery date" on the shipping carrier’s tracking site. You must file your claim (for non-receipt of your package) within 60 days, after waiting five days past the "estimated delivery date." The "60 day window" begins five days after the "estimated delivery date."
- If the carrier’s tracking page does NOT show an estimated delivery date, and the tracking page has NOT been updated for five days, then you can file a claim. You must file your claim within 60 days, after waiting five days for the carrier's tracking page to update. The "60 day window" begins after the carrier's tracking page has not been updated for five days.
The diagram below illustrates how the "60 day window" is calculated:
For the above situations in which your package is not received, we ask you to wait five days before filing your claim because packages are sometimes delayed in transit, prematurely marked as delivered, or misdelivered but eventually routed to the correct destination.
What happens after a claim is filed?
Upon receiving a claim, Quadratec will review all relevant information and determine validity. Once a claim is approved, we will arrange for a replacement product to be shipped to you, or we will refund the purchase (at our discretion).
What is not covered by Shipping Protection?
Not every item is eligible for shipping protection. Below are items that cannot be covered by Quadratec’s Shipping Protection:
- Items with no cash value, or items included with your shipment at no cost.
- Items for which shipping labels are printed but never scanned by the carrier. In this case, contact our support staff at (800) 745-5337 to arrange a replacement.
- Digitally delivered gift cards.
- Claims filed after the "60 day window" has elapsed.
Additionally, Shipping Protection claims will be denied for any of the following reasons:
- If you provide the wrong shipping address on an online order.
- The recipient refused to sign for the package or refused delivery.
- Packages that are not delivered after multiple attempts by the shipping carrier.
- Packages that are held or redirected at the request of the recipient.
- Design defects.
- Product defects not caused by shipping damage.
If your package returns to Quadratec for one of the above reasons, please contact our support staff at (800) 745-5337 to arrange a replacement or refund.
Can I cancel Shipping Protection?
If your order has not shipped yet, please contact our support staff to adjust the order. If the order has already shipped, shipping protection coverage is in effect, and Quadratec is unable to cancel.
Shipping Protection will automatically cancel in cases of fraud, misrepresentation, or non-payment.
If shipping protection was automatically included in your order, you may not cancel your plan.
Can I transfer Shipping Protection to other items?
Shipping protection is not transferable to other items not originally covered at the time of purchase and shipment. However, you can add shipping protection to a recent purchase that hasn’t shipped.