Worry‑Free Purchase Shopper FAQ

Do I have to buy Worry‑Free Purchase protection?

Worry‑Free Purchase protection is an optional add‑on protection that can be selected during the checkout process, to cover in‑transit issues like theft, lost, or damaged packages. If you do not wish to buy this protection coverage simply remove it from your cart.

How do I know what is covered with the Worry‑Free Purchase protection?

When placing your order, the coverage available for your order will be outlined within the item attributes as well as the cart widget so you can see what is included. You will also receive a confirmation email that outlines the specific coverage provided for your order. Please note that different items within your cart may have different coverages provided, so please check each item’s coverage details before submitting your issue.

Is there any time limit for issue reporting?

To qualify for a payout, you will need to follow these reporting time requirements:

• Loss: When the package is not delivered, the issue cannot be reported sooner than 30 days from the date it was shipped for domestic shipments (and 60 days for international shipments).
• Damage: Issues of damage must be reported within 7 days from the date of delivery.
• Theft: Issues of theft must be reported within 7 days from the date of delivery.
• Return requests: Requests to return must be reported within 7 days from the date of delivery.

What products are excluded from Worry‑Free Purchase?

Worry‑Free Purchase does not cover the following categories of items:

• Automobiles and motorcycles
• Jewelry valued in excess of 1,500 local currency
• Boats and yachts
• Live animals
• Cash
• Lumber
• Ceramic, marble, or granite tiles, slab blocks, countertops, or statues
• Negotiable papers
• Cigarettes and other tobacco products
• Perishable commodities
• Raw cotton
• Pharmaceutical drugs
• Fine arts valued in excess of 10,000 local currency per piece
• Precious stones and metals
• Flowers
• Scrap metal, steel metal and steel metal products; automotive engines; general used automotive merchandise made of metal
• Glass windows, plate glass, and similar goods
• Securities

What should I do if my order arrives damaged?

If your Worry‑Free Purchase protection covers damage, you should report the damaged package issue within 7 days from the date of delivery through the Resolution Center link included in your confirmation email. You will initiate the request using your email and order number found on the confirmation email. Please ensure you take photos of the package or item damage to provide when submitting your order.

Worry‑Free Purchase covers shipping‑related damages to the point that the item(s) are unusable, clearly fractured, shattered, bent (if not bendable), crushed, etc., but does not cover cosmetic damage such as scratches or dents. The compensation for damaged items will be up to the value paid for the purchased item(s).

What should I do if my order was stolen after delivery?

If your Worry‑Free Purchase protection covers theft, you should report issues of theft within 7 days of the date of delivery using the Resolution Center link included in your confirmation email. You will initiate the request using your email and order number found on the confirmation email. Some packages may require additional documentation such as a police report, as described in your coverage details.

What should I do if my order was lost during delivery?

If your Worry‑Free Purchase protection covers loss, 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. Worry‑Free Purchase does not cover issues where the item is not shipped out; for those cases, please contact us directly.

What is your return policy with Worry‑Free Purchase?

If you purchase Worry‑Free Purchase protection with your order and it includes the ability to return, you will have 7 days from the date of delivery to submit a return request via the Resolution Center link in your confirmation email.

There is an additional charge for return shipping in the event that you return a final‑sale item under this program. The cost of the Worry‑Free Purchase protection or any return shipping label generated through the program is not refunded as part of the payout. Additionally, the cost of original shipping is not refunded as part of a payout.

How do I request a return label?

A return shipping label will be provided when you report your return request through the Resolution Center link in your confirmation email. Simply log in using your email and order number and follow the steps provided.

How long do I have to mail the returned item I bought with Worry‑Free Purchase?

If your Worry‑Free Purchase protection includes returns, you have 7 days from the time you request the return in the Resolution Center to ship the product(s) back, either using a program‑generated label or a self‑purchased label.

If you opt for a self‑purchased label, you will need to provide that tracking number through your issue page in the Resolution Center.

How will I know if you received my return?

After you submit your return through the Resolution Center and mail the package, you will receive an email confirmation as soon as 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, you can choose from the available payout methods. General timing is as follows:

• Direct deposit: Typically 1–3 business days following return acceptance.
• PayPal transfer: Typically around 1 hour following return acceptance.
• Venmo transfer: Typically around 1 hour following return acceptance.

Can I change my order after it is placed?

If you purchased Worry‑Free Purchase protection with your order, you will receive a confirmation email with the detailed coverages included for 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 has elapsed, Worry‑Free Purchase protection will not be refundable.