Q: What is Package Protection?
Package Protection is a low cost, optional add-on for your Crocodilewear orders, with 100% coverage for customers who want that extra level of assurance and protection from lost, damaged or stolen packages. 2% of the total for the order, the cost is minimal for that peace-of-mind.
If you elect to not purchase package protection, you will still have access to insurance from the United States Postal Service (USPS) or United Parcel Service (UPS) in the event the package is lost or damaged in shipment. Crocodilewear does not insure packages for loss, theft or damage during the shipping process. Claims must be filed by you directly with the courier (USPS, UPS, FEDEX, DHL and others)
IF YOU CHOOSE TO NOT PURCHASE PACKAGE PROTECTION, YOU WILL NEED TO DE-SELECT THIS TOGGLE AT CHECKOUT.
Q: How do I file a claim?
You can file a claim by contacting our support team. Support@crocodilewear.com
Q: Doesn’t Crocodilewear already cover lost or stolen packages through their customer service?
We always try our best to serve our customers as quickly as possible, and while we will be able to assist you in most situations, working with our shipping companies can oftentimes result in filing a claims that may or may not be resolved.
By purchasing shipping package protection, allows your claim to be processed internally without the need to open a claim with a third party. Your replacement item will get to you in no time at all.
Q: What if my package gets lost, and is replaced by ordering another new product for me, and then that package gets lost. Does the original package protection cover that too?
It does! When we re-order items for you, they are still covered by your original package protection - so even the second order is insured.
Q: When do I file a claim?
An item is considered lost if it is never reported as Delivered. This can also include if your order has been stuck in any shipping state OTHER than "Delivered" You may file a claim if enough time has been allowed for delivery to take place and it's well past the expected delivery date, or if your order is stuck in a shipping state other than "Delivered"
Claims are considered "lost" after 7 days without a tracking status update (20 for international) and must be filed no later than 30 days from the last update.
If your item arrives damaged, unusable, or otherwise in an unacceptable condition, we invite you to file a claim right away. Please remember to include pictures of the item(s) and packaging. Claims for damaged item(s) can be filed right away. Damaged claims must be filed within 15 days from the date it was marked delivered.
We consider packages marked "delivered" (and not received) as stolen. We ask that you wait 5 days from the day the package was marked delivered; it is common for packages to be scanned as delivered and not show up for a few days. Stolen claims must be filed within 15 days from the date it was marked delivered. Please know that orders that are stolen with a purchase price greater than $100 may REQUIRE a police report.
Q: Where is my order?
You can track your order by visiting crocodilewear.com/track. Our items typically take 2-4 weeks to arrive from the order date.
Q: What if my order never arrives or is stolen?
To protect your order against loss or theft, purchase package protection at checkout. When you choose package protection, you can easily file claims for lost, stolen or damaged packages in the unfortunate case that they arise by contacting us at firstname.lastname@example.org. When you file a claim, it will be reviewed for approval for a reordered or refunded.
Q: What if my order is damaged?
To protect your order against damage that occurred during shipping, add package protection at checkout. When you add package protection at checkout, you can easily file claims for lost, stolen or damaged packages in the unfortunate case that they arise. When you file a claim, it will be reviewed for approval for a reordered or refunded.
If your order has defects or you suspect it was damaged during manufacturing, please reach out to us at email@example.com and we will be happy to work with you to remedy the situation.
Q: How do I file a claim for my lost, stolen or damaged order?
You may file a claim by contacting firstname.lastname@example.org with your order number. If you don't have it, please provide us your full name and zip code and we would be able to look up your order information that way.
Q: Does package protection cover stolen items?
Yes! Stolen items are eligible for reorders or refunds.