Shipping Protection

Shipping protection starts once the package is shipped and ends when the package is in your hands, or, if you make a service request, once we resolve the issue.

Please keep in mind that if a shipping label is created, but not yet scanned by the shipping carrier, protection hasn’t kicked in. Shipping Protection ends when one of these things happens:

• Your package is delivered to your final destination undamaged.

• Your package doesn’t reach its final destination, you make a service request, and that request is approved or denied.

• For damaged items, your package is protected for damages incurred during the course of shipment and final delivery. You will have 15 days once delivered to submit a service request. Any damages incurred after delivery are not protected.

Click here to start your claim. If you have any issues, simply contact Customer Service for assistance.

When you submit a request, we’ll ask you to tell us if the item(s) were lost, stolen or damaged. If the package contains multiple items we may ask you to confirm which protected items are affected.

We may ask you for more details and documents as part of your service request. Those documents may include:

• Photos of the damaged items, packages, or packing material.

• A police report or video surveillance footage.

If you aren’t able to provide these documents within 30 days, we may deny your service request.

If damaged, immediately. For lost or stolen packages, 5 days after the estimated delivery date. If tracking shows delivered, 5 days after that.

Not every item is eligible for Shipping Protection. Below are items that cannot be protected:

• Items with no cash value, like free samples or other items included with your shipment at no cost.

• Items for which shipping labels are printed but never scanned by the carrier. They aren’t protected because they never shipped.

• Digitally delivered items like subscriptions, cloud storage, digital photographs, eBooks, audio files, software programs, e-gift cards.

• Items shipped outside the United States.

Sometimes packages may not be in transit or delivered, or they may be returned to the sender for various reasons. In these cases, the package is still protected. However, the service request may not be approved for the following reasons:

• If you provide the wrong shipping address on the online order. Contact DWC directly to see if the address can be corrected and rerouted.

• The recipient refused to sign for the package or refused the delivery.

• Packages that are not delivered after multiple attempts by the shipping carrier.

• Packages that are held or redirected at the request of the recipient.

• If it is fraudulent.

If your order hasn’t shipped yet, please contact DWC directly to adjust the order. If the order has already shipped, shipping protection is in effect, and a refund cannot be provided.

No, shipping protection is not transferable to other items not originally protected at the time of purchase. If you want to add shipping protection to a recent purchase that hasn’t shipped yet, contact DWC directly to see if this is possible.

Please visit this blog article for more information