The Chosen offers shipping protection and extends insurance for online purchases that
are lost or damaged in transit, or stolen immediately after a proof of delivery. We want
your experience to be exceptional. We will gladly replace any package that is lost,
damaged in transit, or stolen immediately after a proof of delivery.
Package Protection Made Easy
We've Got You Covered
Damaged
Lost
Stolen
Frequently Asked Questions
What is Package Protection and why do I need it?
Package Protection is an insurance option we have added in response to common shipping issues our customers have faced, like orders being lost, stolen, or damaged during shipping. It is an optional service and allows our customers to file a claim for their packages. There is a button in the checkout section of our online store to opt out of this service; however, depending on the circumstance, please note that we may not be able to reship packages that are not covered by Package Protection.
Don't shipping carriers already cover this?
Though some shipping carriers do cover some of the claims, it’s only up to $100 in value and once they leave the item on the doorstep they are no longer liable for damaged or stolen items. Filing a claim can be cumbersome and is subject to approval.
Does Package Protection cover porch pirating/stolen items?
Yes! When orders are insured, any items stolen off of your porch are covered, even after the item is marked as delivered. 11 million Americans had packages stolen last year alone and with the increase in online shopping, this number keeps growing.
If I file a claim for a damaged product, will I need to return that item?
No need! Feel free to keep, donate, or recycle the damaged product that you recieved. When you file a claim, you will have the option to either have your package refunded or replaced.
I accidentally paid for it and I don't want it. Can I have a refund?
We are happy to refund Package Protection charges before orders have been delivered. Once they arrive, however, those fees are non-refundable.
My package never shipped? Is that covered?
Absolutely! We are so sorry that this has happened! There are sometimes issues with our shipping carriers and we sincerely apologize. We want to make it right with you. CLICK HERE to file a claim.
My package stopped moving on its way to me. What do I do now?
We're sorry to hear that your package is lost! If it has been at least 10 days since the last tracking scan, please CLICK HERE to file a claim. We want you to recieve and enjoy the products you have ordered.
My package was marked delivered, but I can't find it. What do I do now?
It's possible that your carrier has marked it delivered preemptively, placed your order in an obscure location to prevent theft, or that winds may have blown it into the neighbor's yard. If you've tried all avenues, and it's been more than 72 hours since your order was marked delivered, please CLICK HERE to file a claim.
My package was delivered, but it is broken/torn/damaged from shipping (not a defect or QA failure). What do I do now?
We are so sorry that happened to your order! We want to make this right for you. Please CLICK HERE to upload a photo of the damage and file a claim. Once completed, you will have the option for your order to be replaced or refunded.
I entered the wrong address by accident. Is that covered?
No. Unfortunately, if you entered the wrong address, and the package was delivered, you will need to collect it from that address. If it comes back to our warehouse as undelivered, we can reship it for you.
My order is international. Is that covered?
YES, we currently cover lost, damaged, or stolen international packages.
What is the deadline to file a claim?
You can file a claim up to 60 days from the date the package was shipped.
What are my options if my claim is approved?
If your claim is approved, you can choose to have your order reshipped, refunded, or receive a store credit and select a different item from our Gift Store.
The items I ordered that were lost/damaged are out of stock. What happens now?
We sincerely apologize that this has happened. For the items that have gone out of stock, you have the option to receive store credit and exchange it for a different item in our store, or we can issue you a refund.
What proof do I need to provide that my order is damaged?
When filing a claim, please upload photos of the damaged item(s) and the packaging into the claim portal. Feel free to include any additional information that you feel is pertinent.
CLICK HERE to file a claim.
