What Is Order Protection And What Does It Cover?

Order Protection is an optional delivery guarantee that helps protect eligible Uncertn orders against packages that are lost in transit, damaged upon delivery, or stolen after being marked as delivered.

Order Protection is provided directly by Uncertn and is not an insurance policy.

What Does Order Protection Cover?

Order Protection may cover:

• Packages confirmed lost while in transit
• Items that arrive damaged
• Packages marked as delivered but confirmed stolen

Coverage applies to the affected package only. If your order is shipped in multiple packages, protection applies only to the package impacted by the claim.

When Do I Need to Submit a Claim?

Claims must be submitted within the following timeframes:

• Lost package: Within 7–14 days of the last tracking update
• Damaged item: Within 48 hours of delivery
• Concealed damage: Within 5 days of delivery
• Stolen package: Within 5 days of delivery confirmation

Claims submitted outside of these timeframes may not be eligible for coverage.

What Do I Need to Submit?

When submitting a claim, please include:

• Your order number
• A description of what happened
• Any relevant tracking information
• Supporting photos or documentation when applicable

For damaged items, you must provide clear photos of the item and packaging and keep the original packaging while your claim is being reviewed.

For stolen packages, we may request additional documentation such as video evidence, a police report, or confirmation from the carrier.

What Happens After I Submit a Claim?

Our team will review your claim and may investigate the shipment with the carrier.

If approved, your claim may be resolved with:

• A replacement
• Store credit
• A full or partial refund

Only one replacement shipment can be issued per approved claim. Any replacement shipment will be sent to the original shipping address on the order.

What Is Not Covered?

Order Protection does not cover:

• Orders shipped to an incorrect address entered at checkout
• Shipments sent to freight forwarding locations
• Return shipments back to Uncertn
• Theft claims for packages delivered with verified signature confirmation
• Claims submitted outside of the required reporting timeframe

For some shipments handled by postal carriers, additional waiting periods may apply before a lost-package claim can be approved. Domestic shipments may require up to 20 days, while international shipments may require up to 40 days depending on the carrier.

To start a claim, use the button below.