Shipping Protection Service
To give you extra peace of mind, complimentary shipping protection service is automatically included with every order placed on our website at no additional cost. This coverage is designed to help protect your package against unexpected transit-related issues, such as loss, damage, or other eligible delivery problems while your order is on the way to you. We want you to shop with confidence, knowing that if something goes wrong during shipping, our team will be here to assist you with the review and resolution process.
Coverage
Lost Products
If your product is lost during shipping, or your products is under Theft/Porch Piracy circumstance, you can file a claim in accordance with the insurance terms. If your packages are not marked as “delivered” by the courier within 30 days from the date of shipment, we will consider them lost. For such losses, the claims must be reported within 90 days after the shipment date. If your packages are marked as “delivered” by the courier but you do not receive them, we will consider them lost, provided you submit sufficient supporting documents,like Police Report, Carrier Letter, Security.
For the cases mentioned above, we will compensate you with either a replacement or a refund, which will not exceed the original purchase value of the items. For such loss, claims must be reported within 7 days from the time the courier’s tracking record is updated to “delivered.”
Damaged Products
If the product is damaged during shipping, the insurance will provide compensation.
If your packages are damaged, we will compensate you by offering either a replacement or a refund. The compensation amount will not exceed the original purchase value of the items.If the package is delivered with damage, it must be reported within 7 days from the time the courier’s information is updated to “delivered.”
Mis-delivery by Courier
If the tracking status of your parcel is shown “delivered”, however, you have proof that the parcel is delivered to a wrong address instead of the address 
on your purchase order. Please contact the carrier to correct the address. If any cost arises from the re-delivery, YourDoll will cover such cost. If the parcel cannot be located, YourDoll will proceed with it as a lost claim. The claims in such a case must be reported within 7 days of the courier’s tracking record being updated to “delivered.”
Other Unforeseen Circumstances
If the product is damaged or lost due to force majeure (e.g., natural disasters, traffic accidents), the insurance will handle the claims based on specific terms.
Exceptions to Coverage
Shipments meeting the following criteria are NOT eligible for resolutions:
*Customer provided an invalid or incomplete address
*Packages that are returned to the sender for any reason (multiple delivery attempts made, customer not responsive, etc.)
*International shipments in Customs – we are not able to speed up the customs process or offer reimbursement due to any delays.
*Delivery issues reported after 30 days from the last scan/delivery
*Delays in expedited delivery