Order Insurance Policy
Order Insurance covers lost, stolen, and damaged items that fit the following criteria. Please review our policies to understand what lost, stolen, and damaged items we will cover.
Note: When refunding an item, we will cover the subtotal of the order. Shipping costs, taxes, and the premium are not included.
When replacing an item, we cover the subtotal of the order, the premium, shipping costs, and taxes. We do not pay customs/duty fees.
Lost Items
Package 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 later than 18 days after the last tracking update in the destination country or within 30 days from the last checkpoint.
Only part of the order was delivered
If the customer ordered several items in one package but only part of the order arrived, the customer must provide an unboxing video as proof. The video should capture the label on the package and then from the start of opening the package showing all the items in the package until the package is empty.
If a single order is being shipped in multiple packages and one package does not arrive, we will cover the order issue and reship or refund the value of the undelivered package.
If the retailer forgets to ship an item from the customer’s order, the customer needs to reach out to the retailer to have the missing items fulfilled.
Order stuck in customs
We cannot cover if a customer’s order is undelivered/not received because the package is being held/stuck in international borders/customs.
The customer’s next step is to pay the customs fees in order to have the package to be processed and delivered to customers.
Order issue filed too soon
If the customer is filing an order issue the same day that the package was marked as delivered, at our discretion, we may ask you to wait for 5 business days. Carriers (FedEx, USPS, UPS, DHL, etc.) sometimes prematurely mark the package as delivered when it’s still in transit.
Contact the Shipping Carrier
There may be situations in which you will be directed to the shipping carrier for further assistance. Because the local delivery service in the customer’s country is out of our control.
These situations may include:
- Package is available for pickup
- Delivery has been rescheduled
- Delivery was attempted and needs to be rescheduled
In these instances, we advise contacting the carrier (UPS, USPS, FedEx, DHL, etc...) directly as their team can help you locate and receive your package. They will likely ask for your tracking number, address, and may require a form of identification. We also need an official statement from the shipping carrier if they claim that the package has been disposed of or returned to sender to get a refund.
Stolen Items
Delivered but missing package
Order issues for packages marked "delivered" to the correct address yet not received are considered stolen, and must be filed 5 days after “delivery date” but no longer than 13 days to ensure it was not mis-delivered or easily found around the premises.
Filing a police report
At our discretion, We may require a police report when the customer’s package is marked as delivered.
If requested, the customer must file a police report and include an explanation that Fanfreakz has protected the customer’s package that has been stolen.
Send us the police report in a PDF file & your order number.
Upon request, we may require additional documentation such as proof of identity, a notarized statement, address, etc.
Note: Depending upon the jurisdiction, a false police report may be charged as a misdemeanor or a felony
Delivered to wrong address
If the customer input the correct address at checkout and the official tracking shows that the package was delivered to the wrong address, we consider this as a shipping carrier mistake and we will replace the order on behalf of the customer.