What is ProtectMyOrder and how does it work?
To protect your order against loss or theft, TB12 offers ProtectMyOrder package protection during checkout.
ProtectMyOrder is a premium level of service, which can be called upon in the unfortunate instance of package delivery issues. When you add ProtectMyOrder, you can easily file claims for lost, stolen, or damaged packages. All claims will be reviewed for replacement approval within 24 hours.
Customers who do not purchase ProtectMyOrder are still able to file claims, but we will investigate the issue with the courier first. This can take upwards of 30 days.
Can I opt out of Route Package Protection?
If you do not want to have ProtectMyOrder applied to your order, you can opt out of this feature during the "Shipping" stage of checkout.
Often third-party payment processors (Shop Pay, Apple Pay, Paypal, etc.) skip this page. If this occurs, select the "Cart" icon during checkout and remove ProtectMyOrder from your cart.
If ProtectMyOrder is removed, we may not be able to replace or refund any lost, stolen, or damaged pacakages.
How do I file a claim for my lost, stolen, or damaged order?
If you added ProtectMyOrder at checkout, please reach out to our customer support team here. We’ll ensure your claim is prioritized and reviewed within 24hours.
I completed my order and intended to opt-out of ProtectMyOrder, but forgot.
No worries, contact our Client Support Team here and we will remove and refund your ProtectMyOrder package protection.
If this option is removed, we may not be able to replace or refund any lost, stolen, or damaged orders.
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