Package Protection

Lost Packages:

A domestic package is considered lost if it hasn’t arrived within 14 days of your shipping confirmation email and the tracking status shows undelivered, or 30 days on international orders. Claims for lost packages must be submitted within 14 days after the package is officially considered lost, otherwise your claim may be denied.

Damaged Items:

An item is considered damaged if it is unusable due to direct harm to the product itself. Damage to packaging alone does not qualify as a damaged item. To file a claim, you must provide photos and videos with proof of damage. Claims for damaged products must be submitted within 14 days of the delivery date confirmed by tracking, otherwise your claim may be denied.

Delivered to Wrong Address: 

If the correct address was entered at checkout but the package was delivered to the wrong location, Coco Clem Shipping Insurance will consider it lost after 7 days for both domestic and international orders. Claims must be submitted within 14 days of the delivery date.

Please note: if the address provided at checkout was incomplete (ex: missing a unit number etc), the claim will not be eligible for coverage.

Stolen Packages:

A package is considered stolen if it has been marked as delivered but remains unreceived after 7 days for domestic and international orders. To file a claim, you must provide proof of a theft report submitted to your local police. Before submitting a claim, please check around your delivery area, with neighbors, or building management to ensure the package wasn’t misplaced. Claims for stolen packages must be submitted within 14 days after the package is officially considered stolen.

What We Don't Cover:

Refused or Undeliverable Packages:

If a package is returned to Coco Clem because the address entered at checkout was invalid, incomplete, or incorrect, or if your local postal service is unable to deliver due to a shipping barrier, such as access issues or being unable to contact you, your package will not be covered by Coco Clem Shipping Insurance.

However, once the package is returned to us in good condition, we can either reship it (additional shipping fees will apply which we'll email you about) or issue a refund for the item(s), minus the original shipping cost. Please note that returned packages sometimes experience significant delays or may even get lost on their way back to us, so unfortunately, a refund cannot always be guaranteed.

Claims for undelivered packages must be submitted within 30 days of receiving tracking. Claims submitted after this window will not be eligible for coverage.

We always recommend double-checking your shipping details at checkout to avoid delivery issues. If you're located outside the U.S., we also suggest reaching out to your local post office or customs office to ensure your package isn’t being held due to delays or requirements outside of our control.

Weather Conditions:

Delays caused by weather conditions or natural disasters are not covered by Coco Clem Shipping Insurance. These events are considered outside of our control and are not included in our coverage. We recommend staying informed about potential disruptions in your area and contacting the carrier for updates in the event of delays.

Postal Service Disruptions

Delays caused by postal service strikes, labor shortages, government shutdowns, or other carrier-related disruptions are outside of our control and are not covered by Coco Clem Shipping Insurance. We’ll do our best to monitor and communicate any known service interruptions, but we recommend contacting your local carrier for updates if you suspect a delay in your area.

Pre-Shipment or Label Created Status:

Orders marked as "pre-shipment," "label created," or "shipment information received" are not considered lost, as these statuses indicate the order has not yet been shipped. For updates or assistance in resolving any issues, please contact customer service directly at info@cococlem.com.

Customs Issues: 

Packages that are stuck in customs are not considered lost. If your package is delayed, please contact your local customs office to resolve any issues. For international orders, Coco Clem is not responsible for customs processing times, import taxes, duties, or fees. If a replacement is issued under Coco Clem Shipping Insurance and it is delayed due to customs, the customer is still responsible for any applicable customs charges or release requirements.

Law Enforcement Seizure:

If a package is seized by law enforcement, Coco Clem Shipping Insurance will not cover the loss. For more information or assistance, please contact the shipping carrier directly.

Late Claims:

To remain eligible for coverage under Coco Clem Shipping Insurance, all claims must be submitted within the required timeframes outlined in each policy category. Claims submitted outside of these windows may be denied and considered ineligible for coverage.

Expedited Shipping Delays:

Coco Clem Shipping Insurance does not cover delays from expedited services (ex: next-day delivery). If there are delays, contact the shipping carrier directly.

Out of Stock Items:

If an item is out of stock, Coco Clem Shipping Insurance will provide store credit for the value of the item minus shipping fees. Please note that we do not offer refunds at this time. 

Installment Payments Policy:

Customers are responsible for continuing payments to installment companies, even if Coco Clem Shipping Insurance issues a refund.

Authority and Guidelines for Denial:

Coco Clem reserves the right to assess customer eligibility for package protection insurance and deny the option to purchase it if there is evidence of misuse, abuse, or excessive claims. This includes filing unwarranted claims, engaging in fraudulent activities, or repeatedly violating the insurance provider's terms and conditions. Customers impacted by this decision will be notified with a clear explanation of the reason.