📜 Alien Protect™ – Terms and Conditions
Alien Protect™ — Terms & Conditions
Alien Protect™ is our in-house order protection program that covers eligible loss, theft, damage, or wrong items during shipping. These rules exist to protect legitimate customers and prevent fraud.
Signature Deliveries (Important)
If the carrier marks an order as Delivered and provides signature confirmation (or equivalent carrier proof of hand-off), the shipment is treated as delivered to the checkout address. Non-receipt claims are not eligible under Alien Protect™.
1 What’s Covered
- Lost Packages: the carrier never delivers the package.
- Stolen/Missing After Delivery: tracking shows delivered but package is missing (eligible only if no signature confirmation and reported on time).
- Damaged Orders: products arrive broken, leaking, or unusable (photos required).
- Wrong Items: we shipped the wrong product(s).
2 Deadlines (No Confusion)
- Delivered but Missing (theft/misdelivery): report within 48 hours of the carrier delivery scan timestamp.
- Lost in Transit: report within 7 days of the expected delivery date.
- Damage / Wrong Item: report within 7 days of delivery.
Hard rule
Carrier records (delivery scan, signature, GPS/photo where available) control claim eligibility. Customer statements do not override carrier proof of delivery.
3 What’s Not Covered
- Signature-Confirmed Deliveries: any shipment with carrier signature confirmation (or equivalent hand-off proof) is not eligible for “not received” claims.
- Wrong Address: incorrect or incomplete address entered at checkout.
- Unclaimed/Returned Packages: returned because they weren’t picked up or accepted.
- Delivery Delays: weather, holidays, or carrier slowdowns (unless confirmed lost).
- Used/Opened Items: damage claimed after opening/using.
- No Protection Purchased: orders without Alien Protect™ added at checkout.
- Consequential loss: Alien Protect™ does not cover incidental or consequential damages beyond the original order value.
4 How to File a Claim
- Email MissionControl@aliensmokeshop.com with your order number and details.
- For damage: include photos of the product + packaging.
- For “delivered but missing” (eligible only with no signature): confirm you checked household/mailroom/leasing office.
- We may request additional verification (carrier case number, identity/order verification, age verification, etc.).
Typical review time
Claims are typically reviewed within 3–5 business days after we receive all required information. Missing details can delay review.
5 Resolution Options
Approved claims may be resolved by:
- Replacement shipment (if inventory allows)
- Store credit
- Refund (full or partial)
- Discount code toward a future purchase
Resolution method is chosen at our discretion based on claim type and availability.
One-time resolution
Once a claim is approved and a resolution is issued, it resolves that order in full. No additional claims may be made for the same order.
6 Fraud Prevention & Final Authority
We reserve the right to deny any claim that conflicts with carrier data or fails verification. Repeated delivery disputes may result in refusal of service.
High-risk orders & chargebacks
High-value items (including electronics and glass) may require additional verification before approval. Filing a chargeback after an Alien Protect™ resolution may result in account suspension and refusal of future service.
7 Coverage Window & Limits
- Coverage begins once the package is accepted by the carrier and ends when the carrier marks the shipment as delivered to the address provided at checkout.
- Coverage is limited to the original purchase value of the item(s) in the shipment (and any paid shipping/taxes, at our discretion based on claim type).
- Alien Protect™ is optional and non-refundable once the order has shipped.
- We may require a police report or carrier case number for theft claims depending on order value or claim history.