PUCKIPUPPY Shipping Protection Plan Terms & Conditions
1. Service Overview
PUCKIPUPPY Shipping Protection Plan is an optional service designed to safeguard your order from potential loss, damage, or misdelivery during transit.
This service is not an insurance product and is not regulated as such. It only applies to e-bikes and accessories purchased directly from the official PUCKIPUPPY website.
Coverage Includes:
Package loss during transit
Physical damage to the product(s) occurring during transit
Misdelivery to an address different from the one confirmed on your order
Service Fee: 2% of the total order value.
By choosing this Plan, you'll receive priority support for resolution in the event of a covered shipping issue.
2. Compensation Policies
2.1 Lost Package
Definition: A package is considered lost if it has not been delivered and the carrier's tracking status has not updated for 15 consecutive business days, or if the carrier officially declares it lost.
Claim Window: You must submit a claim within 90 days from the shipping date.
Required Proof: Order number and valid tracking information.
Compensation:
Once confirmed, PUCKIPUPPY will, at its option, ship a replacement for the lost item(s) or issue a refund of the original purchase price.
2.2 Damaged Package
Definition: "Damage" refers to visible physical damage to the product that occurred during transit. This does not include pre-existing manufacturing defects, which are covered under our Product Warranty.
Claim Window: Claims must be filed within 30 days of delivery.
Required Proof:
Photos or videos clearly showing the damage to the product and the shipping box.
Your order number.
Compensation:
Minor Damage: For minor damage that does not affect core functionality or safety (e.g., superficial scratches), PUCKIPUPPY may offer a partial refund or a replacement of the affected component.
Significant Damage: For damage that affects functionality, safety, or structural integrity, PUCKIPUPPY will arrange for a return and replacement. PUCKIPUPPY will provide a prepaid shipping label and instructions for the return.Items must be returned using all original packaging materials
2.3 Misdelivery
Definition: A package is misdelivered if tracking shows "Delivered" but it was left at an address different from the one you provided and confirmed during checkout.
Claim Window: Claims must be filed within 30 days from the date the tracking status shows "Delivered."
Required Proof: Order number and any communication with the carrier.
Compensation:
PUCKIPUPPY will work with the carrier to redirect the package and cover associated redelivery fees. If the package cannot be recovered, it will be treated as a lost package.
2.4 Delivery Delay
Definition: Delivery is delayed more than 3 days beyond the carrier's estimated date, with no tracking updates.
Compensation: A $5 USD compensation will be provided for each delayed order.
Exclusions: Delays resulting from an incorrect or incomplete address provided by the customer are not covered.
3. General Terms
3.1 Exclusions
This Plan does not cover:
l Loss or damage due to an incorrect or incomplete address provided by the customer
l Theft of a package after it has been successfully delivered to the correct address.
l Issues covered under the product's manufacturer warranty.
l Claims filed after the applicable claim window has expired.
l Lack of sufficient proof to validate the claim.
3.2 Compensation Limits
Maximum compensation is limited to the original purchase price of the covered product(s).
The protection service fee is non-refundable once the order has been shipped, except in cases where a full order refund is issued due to a covered loss.
Delivery delay compensation is capped at $5 USD per order.
3.3 Plan Fulfillment & Refunds
Once a package is successfully delivered, the service is considered fulfilled and the fee is non-refundable.
Orders can be fully refunded prior to shipment, including the protection fee.
If a shipment is intercepted before delivery, the protection fee will be refunded. If interception is unsuccessful, the service is considered fulfilled.
3.4 General
PUCKIPUPPY reserves the right to deny compensation if fraudulent or misleading claims are detected
By using this service, you consent to receive notifications via SMS, email, or other valid contact methods.
