📜 Alien Protect™ – Terms and Conditions
Alien Protect™
Our in-house protection program covers eligible loss, theft, damage, and wrong items during shipping. Clear rules, fast resolutions — here's exactly how it works.
✍️ The Signature Rule — Read This First
The moment your package is delivered with a signature (or equivalent carrier proof of hand-off), delivery is complete and our responsibility ends — no exceptions. Signed deliveries can never be claimed as "not received." What happens to the package after a signed delivery is solely the recipient's responsibility.
✍️
Not Covered
Signed Deliveries
⏱️
48 Hours
Missing, No Signature
📦
7 Days
Lost · Damaged · Wrong
🔍
3–5 Days
Claim Review
✅ What does Alien Protect™ cover? 4 scenarios+
- Lost packages — the carrier never delivers your package.
- Stolen or missing after delivery — tracking shows delivered but the package is gone. Eligible only if the delivery had no signature confirmation and it's reported on time.
- Damaged orders — products arrive broken, leaking, or unusable, discovered when you first open the package (photos required).
- Wrong items — we shipped the wrong product(s).
Coverage window: begins when the carrier accepts your package. For signed deliveries it ends the instant the signature is captured. For no-signature deliveries, theft coverage extends 48 hours past the delivery scan; damage and wrong-item claims stay reportable for 7 days.
🚫 What's NOT covered? Know before you claim+
- Signed deliveries — once a signature is captured at delivery, the order is delivered, period. "Not received" claims on signed deliveries are never eligible, no exceptions.
- Wrong address — incorrect or incomplete address entered at checkout.
- Unclaimed or returned packages — sent back because they weren't picked up or accepted.
- Delivery delays — weather, holidays, or carrier slowdowns (unless the package is confirmed lost).
- Damage after use — items that arrived intact and were damaged during or after use. (Opening the package to inspect your order is fine — damage found on first opening IS covered.)
- Orders without Alien Protect™ — protection must be added at checkout.
- Consequential loss — coverage never exceeds the original order value.
Hard rule: carrier records (delivery scan, signature, GPS/photo where available) control claim eligibility. Customer statements do not override carrier proof of delivery.
⏰ What are the deadlines? No confusion+
48 HRSDelivered but missing (no-signature deliveries only) — from the carrier's delivery scan timestamp.
7 DAYSLost in transit — from the expected delivery date.
7 DAYSDamaged or wrong item — from the delivery date.
Miss the deadline, lose the claim. These windows are firm and measured against carrier records.
🧾 How do I file a claim? 3 steps+
Check off each step as you go:
Review time: claims are typically reviewed within 3–5 business days after we receive all required information. Missing details can delay review. We may request additional verification (carrier case number, identity/order verification, age verification, etc.).
🤝 How will my claim be resolved? 4 options+
Approved claims may be resolved by:
- Replacement shipment (if inventory allows)
- Store credit
- Refund (full or partial)
- Discount code toward a future purchase
The 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.
📜 The fine print Limits & fraud+
- Coverage limit: the original purchase value of the item(s) in the shipment (plus any paid shipping/taxes, at our discretion based on claim type). No incidental or consequential damages.
- Alien Protect™ is optional and non-refundable once your order has shipped. If your order is canceled before shipping, the Alien Protect™ fee is refunded with it.
- Theft claims may require a police report or carrier case number depending on order value or claim history.
- High-value items (including electronics and glass) may require additional verification before approval.
- Fraud prevention: 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.
- Chargebacks: filing a chargeback after an Alien Protect™ resolution may result in account suspension and refusal of future service.