Worry‑Free Purchase Shopper FAQ
Do I have to buy Worry‑Free Purchase protection?
Worry‑Free Purchase protection is an optional add‑on that can be selected during checkout to help cover in‑transit issues such as theft, lost, or damaged packages. If you do not wish to buy this protection, simply remove it from your cart before completing your order.
What is covered with Worry‑Free Purchase protection?
When placing your order, any available coverage will be outlined in the item details and in the cart widget so you can see the protections that apply to your specific items. You will also receive a confirmation email that summarizes the exact coverage for your order. Different items in the same cart may have different coverage, so review each item’s details before submitting an issue.
Are there time limits for reporting issues?
To qualify for a payout, issues must be reported within the required timeframes:
- Loss: Package not delivered; can be reported no sooner than 30 days from ship date for domestic shipments (60 days for international).
- Damage: Must be reported within 7 days from the date of delivery.
- Theft: Must be reported within 7 days from the date of delivery.
- Return requests (if included): Must be reported within 7 days from the date of delivery.
Which products are excluded from Worry‑Free Purchase?
The following categories of items are not covered:
- Automobiles and motorcycles
- Jewelry valued over 1,500 in local currency
- Boats and yachts
- Live animals
- Cash and negotiable papers
- Lumber
- Ceramic, marble, or granite tiles, slab blocks, countertops, or statues
- Cigarettes and other tobacco products
- Perishable commodities
- Raw cotton
- Pharmaceutical drugs
- Fine art valued over 10,000 in local currency per piece
- Precious stones and metals
- Flowers
- Scrap metal, steel metal and steel metal products, automotive engines, and general used automotive metal merchandise
- Glass windows, plate glass, and similar goods
- Securities
What should I do if my order arrives damaged?
If your protection includes damage coverage, you should report the damaged order within 7 days of delivery through the Worry‑Free Purchase Resolution Center link provided in your confirmation email. You will start the request using the email address and order number on your confirmation. Be sure to take clear photos of the packaging and the damaged item(s) to include with your submission.
Worry‑Free Purchase covers shipping‑related damage that renders the item unusable (for example, clearly fractured, shattered, bent when it is not meant to bend, or crushed), but it does not cover purely cosmetic issues such as minor scratches or dents. Compensation for qualifying damage is up to the amount you paid for the covered item(s).
What should I do if my order was stolen after delivery?
If your protection includes theft coverage, you should report issues of theft within 7 days of the delivery date using the Resolution Center link included in your confirmation email. You will begin the request with your email and order number, and some cases may require supporting documentation such as a police report as outlined in your coverage details.
What should I do if my order was lost during delivery?
If your protection includes loss coverage, you can report a lost package once 30 days have passed from the ship date (for domestic shipments). Use the Resolution Center link in your confirmation email and submit your email and order number to start the request. Please note that issues where the item was never shipped are not covered; for those situations, contact our team directly.
How does the return policy work with Worry‑Free Purchase?
If you purchased Worry‑Free Purchase protection and your plan includes return coverage, you have 7 days from the date of delivery to submit a return request through the Resolution Center link in your confirmation email. Return shipping for final‑sale items will incur an additional charge.
The cost of the Worry‑Free Purchase protection itself and any return shipping label generated through the program are not refunded as part of the payout. Original outbound shipping costs are also not refunded.
How do I request a return shipping label?
When you submit a return request through the Resolution Center link in your confirmation email, a return shipping label will be provided if your coverage includes returns. Simply log in with your email and order number and follow the on‑screen steps.
How long do I have to mail my return?
If your protection includes returns, you have 7 days from the time you request the return to ship the product(s) back. You may use a label generated through the program or your own self‑purchased label. If you choose to use your own label, you must provide the tracking number through your issue page in the Resolution Center.
How will I know when my return is received?
After you submit your return through the Resolution Center and mail the package, you will receive an email confirmation when the return has been received and processed.
When will I receive my Worry‑Free Purchase payout?
Once your payout request has been reviewed and accepted, timing depends on your chosen payout method:
- Direct deposit: Typically 1–3 business days after the return is accepted.
- PayPal transfer: Typically within about 1 hour of return acceptance.
- Venmo transfer: Typically within about 1 hour of return acceptance.
Can I change my order after it is placed?
If you purchased Worry‑Free Purchase protection, you will receive a confirmation email that outlines the coverage attached to your order. Worry‑Free Purchase is not refundable unless the entire order is canceled.
I did not mean to purchase Worry‑Free Purchase protection. How do I cancel?
After you purchase Worry‑Free Purchase protection, a confirmation email will be sent with your coverage details. You have 24 hours from the time that email is received to cancel the protection using the cancellation link provided in the email. After the 24‑hour cancellation window expires, Worry‑Free Purchase protection is no longer refundable.