Questions, answered

Packages that are lost in transit, marked delivered but stolen or never received, arrive damaged, or contain the wrong or missing items, on orders where you added Delivery Guarantee at checkout.

Go to File a claim and enter your order number, the email or phone you ordered with, and what happened. It takes a couple of minutes. You can also file on the store's own claim page.

Each store sets a claim window, usually 30 days from purchase. If it's been longer, contact the store directly.

That depends on the claim and what the store has available. Our team reviews each claim and the store then either sends a free replacement or refunds you.

Most claims are reviewed within a few business days. You can check your claim's status any time, and the store will contact you once it's decided.

Claims are only available for orders that included it. For other delivery problems, please contact the store you bought from.

No. Delivery Guarantee is a promise from the store and us to replace or refund protected orders that go wrong. It isn't an insurance policy.

It's a Shopify app. Send us a message and we'll send you an install link and help you set it up.

Our team reviews every claim. When one is approved, you get an email with exactly what to do (refund or send a replacement), and the amount is credited to your monthly statement.

The guarantee fees your customers pay are billed to you through Shopify each month, less the claims we approved and credited to you. See For stores for details.