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Delivery Protection

Cover your items with MonkProtect Delivery Protection, which replaces or refunds the cost of lost, stolen, or damaged items.

MonkProtect Delivery Protection based on the total value of your items starting at  $1.99 for orders under $100.

Before filing a claim, please review our policies to understand what lost or stolen items we will cover.

FILE A CLAIM

MonkProtect Delivery Protection requires you to report an issue within 60 days of shipping the order. If approved, we will refund the cost of the item(s) alone. Shipping costs are not refunded. Orders placed with an incorrect address or delivery barriers are not refunded.

LOST ITEMS

Package marked as delivered but the customer did not receive the package

At our discretion, we may require a police report when the customer’s package is marked as delivered but was never received.

    • Customer files the police report and includes an explanation that Nicoletta Carlone, Inc. has guaranteed delivery and has protected the items that have been stolen. To process the claim we may require a police report.

    • When required, send us the police report PDF and order number in the claim.

      Upon request, we can require additional documentation (e.g. proof of identity, address, etc.).

      Invalid address or delivery barriers

      • We do not cover packages the carriers cannot deliver because the customer entered an invalid or undeliverable address, phone number, had any delivery barriers at the customer's address, or delivery was refused. At this point, the carrier might return the package to us. In instances where the item is returned to the us and is reusable, we will contact the customer to see if it's possible to reship the package. Reship fees will be paid by the customer and a correct address and no delivery barriers must be verified by the customer.

      • If we have not received the returned package after 30 days of the notification of it being shipped back to us, we will not cover the cost of the items and shipping. At our discretion, we may issue a store credit for the cost of the items.

      Only part of the order delivered

      • If the customer ordered several items in one package but only part of the order arrived and there is no evidence of tampering we will cover the claim for the missing items.

      • If a single order is being shipped in multiple packages and one package does not arrive, we will cover the claim and reorder or refund the value of the undelivered items.

      Order stuck in customs

      • We cannot cover when a customer’s order is stuck in international borders/customs.
      • We cannot cover when customs fees are due the customer’s next step is to pay the customs fees in order to receive the package.

      Package Forwarding Services

      • Packages delivered to a forwarding services are not covered by Package Protection if they are lost or stolen after delivery is confirmed.

      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 us (we could be low on inventory of the items, internal delays with the fulfillment center, etc.).

      • We do not cover delays in shipping pre-order items unless the items are unable to be manufactured. Package Protection is not active because the order has not shipped.

      Claim filed too soon

      • If the customer is filing a claim the same day that the package was marked as delivered, at our discretion we may ask you to wait five business days. Carriers (FedEx, USPS, UPS, DHL, etc.) sometimes prematurely mark the package as delivered when it’s still in transit.
      STOLEN ITEMS

      Filing a police report

      • On orders over $100, we may require evidence of the police report or video evidence of the customer’s package being stolen. 
      • Customer files the police report and includes an explanation that Nicoletta Carlone, Inc. has guaranteed delivery and has protected the customer’s items that have been stolen. To process the claim with us, we require a police report. Once filed, send us the police report PDF and number in the claim.
      • Upon request, We can require additional documentation (e.g. proof of identity, address, etc.).

      Delivered to wrong address

      • If the customer enters the correct address at checkout but the package was delivered to the wrong address, we consider this as stolen and we will replace the items on behalf of the customer.
      Tailor Made Garments
      • We cannot reorder tailor made items for the customer because of the additional liability of ordering the customer’s custom item incorrectly. We can offer store credit instead.

      Out of stock

      • We can offer the customer store credit for the item that is out of stock. The customer can always use the store credit to order the item when it’s back in stock.

      GENERAL POLICIES

      Delivery barriers, input wrong address or phone number

      • We do not cover orders where there is a delivery barrier, the customer entered the wrong address, or an invalid phone number was entered at the time of order.
      • Please contact us to remedy the incorrect information.

      Quality control

      • If the customer is unsatisfied with their product, MonkProtect Delivery Protection is not a product replacement plan and the claim cannot be approved. You can exchange the item but may be required to pay to return the item and shipping cost of the new item to you.

      Too late to file a claim

      • We can action a claim that is filed within the bounds of our domestic/international timeline policy. If a claim is filed outside of this timeline, We will deny the claim according to these policies:
        • Claims for packages marked "delivered must be filed after five days and before 15 days from the date the package was marked "delivered."

        • Claims for packages presumed to be lost (where the status is not "delivered") in US Domestic or Canada must be filed after seven days (20 for other international countries) and within 30 days from the last checkpoint.

      Quick or expedited shipping hasn't arrived 

      • If the customer’s package is delayed for whatever reason, we 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 quick or expedited shipping but the package arrives outside of the expected delivery window, we will not cover it.

      Shop Pay Installments

      • For payment installments using Shop Pay, it is the customer’s responsibility to pay the payment installment company directly.

      • Once we refund the customer for their order, the customer must pay their installments to the payment installment company directly.
      Non-sanctioned shipping address
      • We are based in the United States of America. Due to shipping policies in the USA, we will not cover claims for items shipped to countries that are not sanctioned by the US. List available here

      Chargebacks

      • A new claim may not be filed or a current claim will be closed if a chargeback has been issued by the customer.

      Closed claim

      • If a customer does not respond to any request from us within five days, we will automatically close the claim. Customers may re-open the claim by responding to the original thread.

      Use the link below to file your claim:

      MonkProtect Delivery Protection.