PROTECT YOUR DELIVERY WITH NAVIDIUM
Protect your Paddle North product while in transit and avoid lengthy wait times for claims to be processed. For 1.5% of your purchase price, your delivery will be protected. If your product is damaged, lost, or stolen, while in transit, we'll offer a replacement right away.
WHAT IS CONSIDERED LOST:
If a shipment's status says "delivered," but you have not received it, we ask that you allow up to 5 additional working days for your order to be delivered. Sometimes the carrier prematurely marks it as delivered and then attempts a redelivery. Often times it turns up at your property or it may be at your neighbor's home.
- You have received a tracking number, but it has not provided any update for 7 business days. We reserve the right to classify this as a delay if there is a high volume of shipments and we are aware of delays. Otherwise we will offer a replacement to be shipped.
WHAT IS CONSIDERED DAMAGED:
- Product arrives damaged from transit - product is broken and unusable, clothing is stained or torn, etc. A solely a damaged box is not grounds for replacement product.
- Some of your order is missing due to the box opening while in transit.
WHAT WE DO NOT COVER:
- Missing product or redelivery fees due to incorrect address information provided by the customer.
- Transit Delays
- Orders that have not been fulfilled or still remain unshipped from our warehouse.
- Orders stuck in customs - we cannot be held responsible for customs delays. If you refuse customs payments, we are not liable for any return to sender fees and these will be deducted from any refund.
- If you requested items to be left outside your property and they go missing - this waives the right to any claim as per carrier terms and conditions
HOW TO SUBMIT YOUR CLAIM:
If your shipment is lost or damaged, please contact us at firstname.lastname@example.org. A member of our customer service team will assist you within 1 working day. Be sure to include the following information in your
- Subject line: CLAIM for order #PN123
- Description of your issue
- Photo evidence of damage (if applicable)
If your shipment is lost and deem it necessary to send a replacement, we will continue to track your original shipment. Should it eventually be delivered, we request it be sent back to us at our expense. We will also offer you a voucher for $25 off a future purchase.
By selecting Navidium shipping protection, you agree to these terms.
We ask that you do not get in touch with use regarding a missing delivery until the allotted time has passed for it to be deemed as lost, as described above.
This is our in-house protection policy. Navidium shipping protection is non refundable.
POLICY FOR UNPROTECTED PRODUCT:
We will follow the claims policy with the shipping carrier to either locate your parcel or deem it as lost. This may take 6-8+ weeks and is at the discretion of the carrier.