It covers lost, stolen, and damaged items that fit the following criteria. Review the policies to understand what lost, stolen, and damaged items will cover. Package protection covers on a per order basis and does not cover future orders unless purchased with that order.
For product defects, please refer to NeuroMD’s warranty policy.
Note: Shipping Protection is non refundable.
If the item has shipped, Shipping Protection is already protecting the package and cannot refund the customer.
If the customer’s package has not shipped, Shipping Protection can refund the Shipping Protection premium.
Shipping Protection does not pay custom/duty fees.
Lost Items Policies
Packages presumed to be lost
Order issues for packages presumed to be lost by the carrier (where the status is not "delivered") must be filed no sooner than 7 days after the last tracking update for United States domestic shipments (20 days for international shipments, including Canada unless a Canadian merchant is shipping within Canada in which case the 7-day domestic shipment timeline applies) and within 30 days from the last checkpoint.
Invalid address, packages labeled "return to sender", or other delivery barriers
We are not responsible for incorrect addresses. Please double-check your address before submitting your order. Refused packages, undeliverable addresses, and packages returned to the sender will be charged a return shipping fee of $14.95. This $14.95 is charged because we are charged by the carrier for the return processing and shipping back to our warehouse. For reshipment to the revised address, the customer will be charged $14.95.
Shipping Protection covers the customer’s order if the package gets lost in transit back to the sender.
Order stuck in customs
Shipping Protection cannot cover when a customer’s order is stuck in international borders/customs.
The customer’s next step is to pay the customs fees in order to receive the package.
The order marked as unfulfilled or unshipped
If the customer’s order is marked as unfulfilled or unshipped, the order hasn’t been fulfilled yet by NeuroMD (NeuroMD could be low on inventory of the items, internal delays with the fulfillment center, etc.).
Shipping Protection does not control how quickly NeuroMD ships the customer’s order. Shipping Protection is not yet in action because the order has not shipped.
Order issue filed too soon
If the customer is filing an order issue the same day that the package was marked as delivered, at our discretion Package Protection may ask you to wait 5 business days. Carriers (FedEx, USPS, UPS, DHL, etc.) sometimes prematurely mark the package as delivered when it’s still in transit.
Stolen Items Policies
Delivered but missing package (Filing a Police Report)
Shipping Protection requires a police report when the customer’s package is marked as delivered.
On orders over $100, Shipping Protection requires evidence of the police report.
1. Customer files the police report and includes an explanation that Shipping Protection has protected the customer’s package that has been stolen. To process the order issue, Shipping Protection is requiring a police report.
2. Send Shipping Protection the police report PDF & number in the order issue.
Upon request, Shipping Protection 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 to the wrong address
If the customer input the correct address at checkout and the package was delivered to the wrong address, Shipping Protection considers this as stolen and we will replace the order on behalf of the customer.
Damaged Items Policies
If the customer received a broken item and needs to dispose of it (i.e. shattered glass), the customer needs to check their city ordinances and dispose of it properly.
The customer does not need to ship it back to the NeuroMD (unless the NeuroMD indicates otherwise).
A damaged item is considered to be a broken product that is unusable, clearly fractured, crushed, shattered, etc. during shipping.
Shipping Protection does not cover cosmetic damage to the box, envelope, etc.(scratches, dents, etc.)
Manufacturing defects, packaging errors, or unsealed items will be handled based on NeuroMD’s warranty, shipping and return policy.
Shipping Protection requires further evidence of the customer’s damaged item (i.e. more photos, videos, etc.).
For existing subscriptions where your customers have purchased Shipping Protection, if any of your customer's items in the subscription were lost, stolen, or damaged in transit and can be purchased individually, Shipping Protection will reorder them. If the items cannot be purchased, then Shipping Protection will refund the items.
Shipping Protection cannot reorder and create an entirely new subscription because Shipping Protection would be paying for the customer's monthly subscription.
Out of stock
Shipping Protection doesn’t have visibility to the NeuroMD’s inventory or when they will have the customer’s item back in stock.
Shipping Protection can offer the customer a refund for the item that is out of stock. The customer can always use that refund to order the item when it’s back in stock.
Input wrong address
If the customer entered the wrong address at the time of order, Shipping Protection does not cover this.
If the customer is unsatisfied with their product, this request will be handled under the NeuroMD’s warranty or return policy. Shipping Protection is not a product replacement or warranty plan.
Too late to file
Shipping Protection can action an order issue that is filed within the bounds of our domestic/international timeline policy. If an order issue is filed outside of this timeline, Shipping Protection will deny the order issue 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 misdelivered or easily found around the premises."
Expedited shipping hasn't arrived
Shipping and delivery dates are estimates only and cannot be guaranteed.
If the customer’s package is delayed for whatever reason, Shipping Protection 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, Shipping Protection will not cover it.
Package in Pre-Shipment
NeuroMD will reship the item.
Closed order issues
If a customer does not respond within 5 days, Shipping Protection will automatically close the order issues. Customers can open the order issues back up by responding to the original thread.