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Shipping Protection We offer Shipping Protection as an optional add-on at checkout to help protect your order against loss, theft, or damage during transit. If selected at checkout, Shipping Protection allows eligible customers to request assistance if their package is affected by a covered shipping issue. What Shipping Protection Covers Shipping Protection may apply to the following situations: Lost packages – if your order is not delivered within the expected timeframe and is confirmed lost in transit Damaged items – if your order arrives damaged as a result of shipping Stolen packages – if your package is marked as delivered but is reasonably believed to have been stolen after delivery What Shipping Protection Does Not Cover Shipping Protection does not cover: Incorrect shipping addresses entered by the customer Delivery delays that do not result in loss Packages delayed due to customs processing Orders marked as delivered where insufficient evidence of theft is provided Damage caused after delivery Issues caused by customer error, unauthorized order changes, or refusal to accept delivery How to File a Shipping Protection Claim To request assistance under Shipping Protection, customers must contact us at: service@brightharborcocovip.com Please include: Your order number A description of the issue Supporting documentation, if applicable, such as: Photos of damaged items and packaging Tracking information Proof of delivery issue Any other relevant details Claim Timeframes Claims must be submitted within: 30 days of the last tracking update for lost packages 7 days of delivery for damaged items 7 days of the marked delivery date for stolen packages Resolution If your claim is approved, we may, at our discretion: Send a replacement item Issue a refund Provide store credit Resolution will depend on product availability and the nature of the claim. Important Notes Shipping Protection is optional and must be selected at checkout to apply. The Shipping Protection fee is non-refundable once the order has been placed. Shipping Protection is not a guarantee against all shipping issues, but an added service to help resolve eligible transit-related problems.
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