Delivery Support Service

Shipping Protection Terms

These Shipping Protection Terms explain the optional delivery support service offered by Luredolls for qualifying orders that include Shipping Protection at checkout. Shipping Protection is designed to help resolve qualifying delivery issues such as carrier-confirmed loss, transit damage, courier mis-delivery, or extended shipping delay.

Shipping Protection is not a standalone insurance policy. It is an optional service provided by Luredolls to support eligible delivery-related claims under the terms below. These terms do not replace our Shipping Policy, Refund Policy, or any rights you may have under applicable law.

One plan per order Shipping Protection applies only to the order on which it was purchased.
Evidence required We may ask for your order number, tracking details, photos, videos, and carrier case information.
Timely reporting Claims must be submitted within the time windows listed below.
Qualified resolution Eligible claims may be resolved by replacement, reshipment, store credit, refund, or another reasonable remedy.

What is covered

1. Lost packages in transit

A package may qualify as lost when the carrier confirms loss, or when tracking shows no meaningful movement after shipment for more than 15 business days for U.S. warehouse orders or more than 30 calendar days for factory or international shipments, provided the order is outside the published delivery window.

2. Transit damage

Shipping Protection may cover qualifying damage that occurs during transit. Please keep all packaging materials and submit clear photos or videos of the outer package, shipping label, inner packaging, and damaged item within 7 calendar days after delivery.

3. Courier mis-delivery

A package may qualify when tracking or carrier investigation indicates the order was delivered to the wrong address, wrong recipient, or otherwise mis-delivered by the courier.

4. Extended delivery delay

If a shipment is substantially delayed after dispatch and the delay is not caused by an excluded reason, we may help investigate with the carrier and may offer a reasonable remedy. If the package later arrives intact, the remedy may be limited to store credit or refund of the Shipping Protection fee.

What is not covered

  • Orders without Shipping Protection purchased before shipment.
  • Incorrect, incomplete, or undeliverable addresses provided by the customer.
  • Address changes requested after shipment, refusal of delivery, or packages returned because the recipient was unavailable.
  • Packages marked delivered to the correct address where no carrier error is found.
  • Customs fees, import duties, tax issues, customs inspection delays, or government holds.
  • Production time, customization time, preorder waiting time, or any delay before the order is handed to the carrier.
  • Weather events, natural disasters, labor disruptions, carrier network disruptions, force majeure events, or other circumstances outside reasonable control.
  • Damage caused after delivery, improper handling after receipt, product use, cleaning, storage, or maintenance.
  • Buyer remorse, product preference, size or weight expectations, or non-delivery issues covered by our Refund Policy instead.
  • Fraud, abuse, chargeback misuse, duplicate claims, or claims with insufficient or inconsistent evidence.

How to file a claim

  1. Contact us at support@luredolls.com with your order number and the email used at checkout.
  2. Include the tracking number, a short description of the issue, and any carrier case number if available.
  3. For damage claims, include photos or videos of the outer box, shipping label, inner packaging, and damaged item.
  4. Keep all packaging and the item until the claim is resolved, because the carrier may request inspection.

Claim reporting windows

  • Transit damage: report within 7 calendar days after delivery.
  • Mis-delivery: report within 7 calendar days after the tracking status shows delivered.
  • Lost package: report within 30 calendar days after the last tracking update or expected delivery date, whichever is later.
  • Extended delay: report after the order is outside the published delivery window and tracking shows no meaningful progress.

Resolution options

If we approve a Shipping Protection claim, Luredolls may provide a replacement, reshipment, store credit, refund, refund of the Shipping Protection fee, or another reasonable remedy depending on the issue, item availability, carrier findings, and order circumstances. We may require the customer to cooperate with carrier investigation before issuing a final resolution.

Cancellation and refund of Shipping Protection

Shipping Protection can be removed from the cart before checkout. After an order has shipped, the Shipping Protection fee is generally non-refundable because protection service has already started. If the full order is cancelled before shipment, Shipping Protection will be cancelled with the order.

Relationship to other policies

Product quality issues, returns, exchanges, privacy, payment disputes, and general shipping timelines may be governed by our Refund Policy, Shipping Policy, Terms of Service, and Privacy Policy. If there is a conflict between this page and mandatory consumer protection law, applicable law will control.

Contact

For help with Shipping Protection, contact support@luredolls.com and include your order number.