SHIPPING PROTECTION

What is Shipping Protection?

Get peace of mind with Delivery Guarantee if your parcel is damaged, stolen, or lost during transit.

Shipping Protection is a shipping insurance solution that ensures safe delivery of your parcels, and provides the support you need if an unfortunate shipping event occurs.

We know how frustrating it is when something happens to your package, and not knowing where to begin the process of remediation. For a small additional fee, Shipping Protection Insurance provides an easy fix and a completely self service portal, but we are always available to provide further assistance if needed.

How Does it Work?

At checkout, Shipping Protection is automatically activated, however, you have the option to opt out. Simply uncheck the box to turn off. 

*When you opt-out of Shipping Protection, The Beauty House Shop is not liable for any lost, stolen, or damaged packages.

If your Shipping Protected order is lost, stolen or damaged, you can file a claim.

How Do I File a Claim?

Submit a claim here.

Please be advised that there is a 30 day window for ALL claims to be processed. Claims being filed outside of this maximum timeframe policy, will not be eligible for reporting an issue. 

How Long Does it Take to Receive a Resolution?

It can take up to 2-3 business days to receive a resolution to allow a thorough investigation into the event. 

WHEN TO FILE A CLAIM:

If Your Order Did Not Arrive or Got Stolen:

If your parcel never arrives, was misdelivered to the wrong address, or stolen, you can file a claim within 5-30 days of when the parcel was marked as delivered.

If Your Order is Lost:

• Order issues are considered "lost" after 7 days without a tracking status update (20 for international) and must be filed no later than 30 days from the last update.
• Estimated Delivery Date (EDD): After 48 hours has passed from an estimated delivery date given from the carrier, and no delivery or update has been made, Route will consider the order to be "lost" and assist with next steps. Please file within 2-30 days of the EDD.

If Your Package is Damaged:

If your package arrives in a damaged condition, you can file a claim within 30 days of when the package was marked as delivered. Must submit photos of damaged items and packaging.

What Happens After My Claim is Approved?

If a claim is approved, Route will process either a refund or a replacement:

• Refunds: You will receive a refund that covers the entire amount including shipping and taxes. 
• Reorders: You will receive a replacement order depending on product availability.

What if I Accidentally Selected Shipping Protection, but Did Not Want It Added?

We highly recommend insuring your package with Shipping Protection for Delivery Guarantee in case of an unforeseen shipping event occuring.