“Insurance for lost” is a protection program for package showing delivered on the official carrier’s site, but cannot find it. It’s helpful to areas having package thefts.
While It is optional, we encourage to add for extra peace of mind and protection of your purchase.
Note:
When refunding an item, “Insurance for lost” covers the subtotal of the item, but Shipping costs, taxes are not included. We also do not pay custom/duty fees.
When replacing an item, “Insurance for lost” covers the subtotal of the item, doesn’t cover custom/duty fees.
Delivered but missing package
At our discretion, we requires your PACKAGE INVESTIGATE CASE NUMBER from the carrier, and a police report when the customer’s package is marked as delivered but can’t find it.
1. Customer files a case to the carrier to locate the package, by stating the package is not delivered to the shipping address, and better offer proof, like door bell records on delivery date, security camera records, etc.
2. Customer files the police report and includes an explanation that RareKiss is vendor, and offer package protection service to customer's package that has been stolen. To process this package issue, RareKiss is requiring a police report.
3. Send following info to RareKiss Email
* package investigate case number
* the police report PDF
* order number
Upon request, RareKiss can require additional documentation (e.g. proof of identity, address, etc.).
Note: Depending upon the jurisdiction, a false police report may be charged as a misdemeanor or a felony
**Delivered but not received Issue for packages marked "delivered" yet not received are considered by RareKiss as stolen and must be filed 5 days after “delivery date” but no longer than 15 days to ensure it was not mis-delivered or easily found around the premises. Mostly package are collected by family/roommates/neighbors.
Delivered to wrong address
● If the customer input the correct address at checkout and the package was delivered to the wrong address, RareKiss considers this as stolen and we will replace the order on behalf of the customer.
(NOTE: Delivery address is subjected to the address offered by carrier’s customer service, but not the address listed on the carrier’s site, as some carrier updates wrong address on website mistakenly and some may due to the express address system issue.)
Input wrong address
● If the customer entered the wrong address at the time of order, *Insurance for lost* does not cover this.
● The customer needs to reach out to the customer service to remedy the incorrect address before it’s shipping out.
Too late to file
● RareKiss can action an *DELIVERED BUT NOT RECIEVED ISSUE* that is filed within the bounds of our timeline policy. If an order issue is filed outside of this timeline, we will deny the request according to these policies:
● Order issues for packages marked "delivered" yet not received and where there is no evidence of “porch piracy” must be made 5 days after “delivery date” but no longer than 15 days to ensure it was not mis delivered or easily found around the premises."
● Order issues for packages presumed to be lost by the carrier (where the status is not "delivered") is not under protection of "Insurance for lost", but RareKiss will be responsible for it, as for the shortage of workers, the transit might be stopped because of it’s mistakenly operated, like not been scanned at certain facility, please allow 7-14days time, 80% package would be delivered finally even without tracking info updated on the carriers’ site.
Expedited shipping hasn't arrived
● If the customer’s package is delayed for whatever reason, “Insurance for lost” will not cover it.
● Carriers update their website with expected delays due to inclement weather or other barriers to expected delivery.
● If the customer paid for expedited shipping but the package arrives outside of the expected window, "Insurance for lost" will not cover it.
Payment installment companies
● For payment installments (pay in 4, etc.), it is the customer’s responsibility to pay the payment installment company directly.
● Once seller refunds the customer for their order, the customer must pay their installments to the payment installment company directly.
No tracking information
● “Insurance for lost” reserves the right to deny order issues where no tracking number/information is available.
● All packages shipped out have tracking info.
Closed “Delivery but not received issues”
● If a customer does not respond within 5 days, Seller will automatically close the reported issues. And will not be protected by the "Insurance for lost" any more.
Didn't want “INSUREANCE LOST”
● If the customer’s package has not shipped, SELLER can refund the payment for “Insurance lost”.
● If the item has shipped, “Insurance for lost” is already protecting the package and cannot refund the customer.
