Shipping Protection Terms
Effective date / last updated: 8 September 2026
Protected Shipping is not insurance. It is a paid service commitment from us to replace or refund your order in the situations set out below. It is not an insurance policy, it is not underwritten by an insurer, and it is not regulated as insurance.
1. What it is
If you add Protected Shipping at checkout for $9.97, we commit to make your order right if something goes wrong in transit. It applies to the order it was bought with.
2. What it covers
- Packages confirmed lost by the carrier.
- Packages that arrive with the product damaged in transit.
- Packages marked delivered by the carrier that you did not receive, including confirmed porch theft.
- Items missing from a package that arrived.
3. What it does not cover
- Delivery delays on their own, where the package does eventually arrive.
- Packages undeliverable or returned because the address given was wrong or incomplete.
- Refused packages.
- Damage that happens after delivery, and normal use or wear.
- Change of mind: that is covered by the 120-day guarantee instead.
4. Claim deadlines
| Situation | Tell us within |
|---|---|
| Damaged on arrival, or items missing from the package | 7 days of delivery |
| Marked delivered but not received | 14 days of the delivery scan |
| No delivery and tracking has stopped moving | 30 days of shipment |
Claims made after these windows may not be accepted, because the carrier will no longer investigate.
5. What we need from you
Your order number, the tracking number, a description of what happened, and, for damage or missing items, photographs of the product and of the outer packaging including the shipping label. For a package marked delivered but not received, we may ask you to confirm you have checked with your household and neighbors and, where the value warrants it, to provide a written statement.
6. What we will do
Where a claim is accepted we will, at our option, reship the affected items at no cost or refund what you paid for them. We aim to decide within five business days of receiving everything we need. Our total liability under Protected Shipping is limited to the value of the affected items plus the protection fee.
7. Contact
Email support@ourfamilyangel.com with "Shipping claim" and your order number in the subject line.