Shipping Protection Terms
Shipping Protection is a service offered directly by Leatherology. When you add Shipping Protection to your order, we handle loss, theft, and damage claims directly — you don't need to file anything with the carrier yourself.
What's Covered
● Packages lost in transit
● Packages marked “delivered” but never received
● Damage that occurs during shipping and makes the item unusable or otherwise non-functional.
What's Not Covered
● Cosmetic damage (minor scratches, dents, or marks that don't affect use)
● Orders shipped to an incorrect address entered at checkout
● Packages confirmed delivered to the address on file
● Claims submitted outside the windows listed below
● Gift cards
When to File a Claim
|
Situation |
When to File |
|
Package shows no delivery scan / lost in transit (domestic) |
7 days after the last tracking update, and no later than 30 days |
|
Package shows no delivery scan / lost in transit (international) |
20 days after the last tracking update, and no later than 45 days |
|
Package marked “delivered” but not received |
Between 5 and 15 days after the delivery date shown by the carrier |
|
Package arrives damaged |
Within 5 days of delivery |
How Claims Are Resolved
Once a claim is approved, we'll resolve it with a replacement, store credit, or refund, in that order, depending on product availability. We may request supporting documentation to process any claim — which can include photos, a police report, or other verification.
Claim Review and Investigation
Most claims are reviewed and resolved without any issue. To process your claim, we may ask for a few supporting details — such as order and account information, shipping address confirmation, or for theft claims, timestamped security or doorbell footage and/or a filed police report. Because we take fraud seriously, every claim is reviewed individually, and providing documentation does not guarantee approval. We may deny a claim, or approve it at a reduced amount, if our review determines it's fraudulent, inconsistent, made in bad faith, or otherwise doesn't meet the requirements of this policy. We're not obligated to share the details of our review, and we reserve the right to restrict future orders or Shipping Protection eligibility in cases of abuse. Claim information may be shared as described in our Privacy Policy, including to prevent fraud or meet legal requirements.
A Few Other Things to Know
● The Shipping Protection fee is non-refundable once your order has shipped, even if the merchandise itself is later returned.
● Shipping Protection can't be transferred to a different order.
