HIPPOSEUS Shipping Protection 

 

Coverage, Claims & Compensation Policy--For customers who purchase HIPPOSEUS Shipping Protection only.

Shop with confidence with HIPPOSEUS Shipping Protection. If your order is lost, partially missing, stolen after delivery, misdelivered, damaged, or delayed during transit, we’re here to help resolve the issue.

1. Coverage

A. Lost Packages

**Coverage:** A package is considered lost if it has not been delivered within:

- **Domestic shipments:** 30 days from the shipment date.
- **International shipments:** 60 days from the shipment date.

**Claim Requirements:** No additional documents are required. HIPPOSEUS will review the shipment’s tracking information to determine eligibility.

**Compensation:** Choose one of the following options:
- Free replacement shipment of the affected order items.
- A full refund of the value of the affected goods.

B. Partially Missing Items

**Coverage:** Items missing from a shipment, including orders shipped in multiple packages or orders shipped in a single package.

**Required Evidence:**
- A clear photo of the shipping label showing the tracking number and package weight, if available.
- Photos of all sides of the outer packaging.
- Photos of all items received.
- A photo of the actual package weight, if available.

**Compensation:** Choose one of the following options:
- Free replacement of the missing items.
- A full refund of the value of the missing items.

C. Package Theft After Delivery

**Coverage:** The carrier's tracking information shows that the package was delivered, but the customer did not receive it due to suspected theft after delivery.

**Required Evidence:** At least one of the following, where available:

- A police report.
- Relevant security camera footage or other supporting evidence.
- Written confirmation from the carrier that the package is missing.

**Compensation:** Choose one of the following options:
- Free replacement shipment of the affected items.
- A full refund of the value of the affected goods.

Claims are subject to verification. A delivery scan alone does not automatically establish or rule out eligibility.

D. Misdelivered Packages

**Eligibility:** The carrier's proof of delivery (POD) indicates that the package was delivered to an address that does not match the shipping address provided at checkout.

**Claim Requirements:** No additional documents are required if the delivery records are sufficient to verify the misdelivery. Additional information may be requested if necessary.

**Compensation:** Choose one of the following options:
- If the package can be successfully recovered or resent, HIPPOSEUS will cover the additional shipping cost.
- If the package cannot be recovered or successfully redelivered, choose a free replacement shipment or a full refund of the value of the affected goods.

 E. Damaged Items During Transit

**Coverage:** Goods damaged during transportation. Damage to the outer packaging may be considered supporting evidence, but the damage to the goods themselves must be documented.

**Required Evidence:**
- A clear photo of the shipping label.
- Photos of all sides of the outer packaging.
- Clear photos showing the damaged items and the extent of the damage.

**Compensation:**
- **Partial damage:** A replacement part, where applicable, plus shipping costs, or a partial refund. The total compensation will not exceed the value of the affected goods.
- **Total damage:** Choose a free replacement shipment or a full refund of the value of the affected goods.

F. Delayed Delivery

**Coverage:** The actual transit time exceeds the delivery timeframe promised by HIPPOSEUS at the time of purchase.

**Claim Requirements:** No additional documents are required. HIPPOSEUS will review the tracking information and the original delivery estimate.

**Compensation:** A one-time payment of **US$5 per eligible order**.

Each order is eligible for delayed-delivery compensation only once. This benefit does not apply to delays caused by incorrect or incomplete shipping information provided by the customer, customs inspections, or other excluded circumstances where applicable.

2. Claim Submission Deadline

All shipping protection claims must be submitted within 60 days of the shipment date.

Claims submitted after this period may not be eligible for compensation.

3. Important Terms

Shipping protection applies only to eligible orders for which shipping protection was purchased.

Customers may choose either a free replacement shipment or a refund of the applicable goods value for eligible loss-related claims, subject to the resolution rules above.

Replacement shipments are subject to product availability. If a replacement is unavailable, a refund may be offered instead.

Refunds cover the value of the affected goods. Original shipping fees, shipping protection fees, customs duties, and taxes are not included unless otherwise required by applicable law or expressly stated in the claim resolution.

Claims must be supported by accurate information. HIPPOSEUS may request additional evidence when reasonably necessary to verify a claim.

Shipping protection does not cover issues unrelated to shipping, including customer preference, incorrect sizing, normal wear and tear, or damage caused after delivery.

Each incident is eligible for compensation only once. Customers cannot receive both a replacement and a refund for the same affected items.

HIPPOSEUS reserves the right to review each claim and determine eligibility in accordance with this policy and applicable law.

For assistance with a shipping protection claim, please contact HIPPOSEUS Customer Support with your order number and relevant supporting information.

HIPPOSEUS Customer Support：info@hipposeus.com