Golden Compass Package Protection When you make a purchase through New Provisions Racing, we want to make sure it is delivered to you without issue. Golden Compass Package Protection covers lost, stolen, and damaged orders so that you can rest easy knowing that you’re covered if one of your orders arrives damaged or doesn’t arrive at all. Please read the following policies so you know exactly what is covered under Golden Compass Package Protection. Note: When refunding an item, Golden Compass Package Protection covers the subtotal of the order. Shipping costs and the cost of Golden Compass Package Protection are not included and are non-refundable. When replacing an item, Golden Compass Package Protection covers the subtotal of the order, the cost of Golden Compass Package Protection, shipping costs, and taxes. Lost Items Occasionally, mail carriers lose packages in transit. However, it is possible that the carrier prematurely marked a package as delivered before it arrives at its destination. We ask that you wait 5 business days before filing a claim with Golden Compass Package Protection to make sure your package is actually lost. Package Lost by Carrier: If the tracking status for your package is not “Delivered” and it has been 7 or more days since the last tracking update for domestic US shipments and within 30 days from the last checkpoint, you may file a claim. Invalid Addresses and Delivery Obstacles: Occasionally, carriers are unable to deliver a package due to an invalid address or other obstacles that prevent your package from being delivered. In these cases, the carrier might return the package to us. When this happens your package is not covered under our Package Protection since it is not actually lost, but we will do our best to work with you to get your package delivered. Please reach out to us so we can get started resolving your problem! If your package is lost on its way back to us, Golden Compass Package Protection will cover the issue as long as you file within the same timeframe requirement set for packages lost by the carrier. Incomplete Orders: If you ordered multiple items in one package but only part of the order arrived and there is no evidence of tampering, Package protection does not cover the issue but reach out to us and we will assist you. If a single order is split into multiple packages and one of the packages doesn’t arrive, Golden Compass Package Protection will reorder or refund the value of the missing package. If we forget to ship an item from your order, please reach out to us to have the missing item fulfilled. Orders Marked Unfulfilled: If your order is marked as unfulfilled, we may be experiencing internal delays in shipping out your package. Golden Compass Package Protection does not cover unfulfilled orders since the orders have not been shipped yet. Stolen Items If your package was marked as Delivered but is still missing 5 business days after its “delivery date” and after checking the premises thoroughly, we will consider it stolen. Stolen packages must be reported no later than 15 days after they were marked as Delivered. Golden Compass Package Protection may request additional documentation (proof of identity, address, etc.) Orders Under $100: Golden Compass Package Protection will reorder or refund you for the stolen items. Orders of $100 or More: We require a police report that includes an explanation that Golden Compass Package Protection is protecting the package that has been stolen. Please include the police report PDF and number in your claim to Golden Compass Package Protection. Once the police report is submitted to us, we will reorder or refund you for the stolen items. Delivered to the Wrong Address: If you entered the correct address at checkout but the package was delivered to the wrong address, we will consider it stolen and replace the order for you. Broken Items: If you received a broken item, please contact us. In most cases we will ask that you dispose of the broken item or items properly and not send them back to us, but there are certain cases when we will need the item back. Damaged Items: If your item arrives damaged (unusable, fractured, shattered, bent, crushed, ect.), we ask that you send us photos or videos of the damage in order for us to reorder or refund you for the item. Golden Compass Package Protection does not cover cosmetic damage such as scratches or dents, manufacturing defects, packaging errors, or unsealed items. However, we may offer a 15-30% refund depending on how severe the cosmetic damage is. General Policies Input Wrong Address: If you accidentally entered the incorrect address when you placed your order, it is not covered by Golden Compass Package Protection, but if you reach out to us we will do our best to correct the situation. Quality Control: Golden Compass Package Protection can not issue replacements for products that do not meet your expectations. Expedited Shipping Hasn’t Arrived: Package carriers update their websites with expected delays due to inclement weather or other factors that could delay delivery. If your package is delayed for any reason, even if you paid for expedited shipping and it arrived outside the expected delivery window, Golden Compass Purchase Protection will not cover it. Payment Installation Companies: It is the customer’s responsibility to pay any payment installment companies directly. If your order is refunded by Golden Compass Package Protection, it is your responsibility to pay their installments to the payment installment company directly. No Tracking Information Provided: Golden Compass Package Protection reserves the right to deny claims where no tracking information is available. Contact us to see if a tracking number can be provided to you. Pre-Shipment: Golden Compass Package Protection reserves the right to deny claims for any packages where tracking is marked “Pre-Shipment”. Closing Order Claims: If you do not respond within 5 days, Golden Compass Package Protection will automatically close your claim. However, you can reopen the claim by responding to the original thread. Accidentally Bought Golden Compass Package Protection: If your package has not shipped yet, we will refund you the cost of Golden Compass Package Protection. If your package has already shipped, your order is already covered under Golden Compass Package Protection and we can no longer refund you for the service. ShipTection Shipping Insurance
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