Shipping Protection Terms
Overview
Our Shipping Protection option, available at checkout, provides coverage for loss, damage, or theft of your order during transit. Choosing this option ensures a streamlined claims process with our team. If you opt out, claims must be handled through the shipping carrier, which may involve longer resolution times and varying coverage.
With Shipping Protection
Coverage Details
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What is Covered: Protection applies to the actual item(s) purchased, covering loss, damage, or theft during shipping.
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Exclusions:
- Cosmetic damage to shipping boxes or packaging is not covered.
- The cost of shipping protection or shipping fees is non-refundable.
- Items damaged due to improper handling or use after delivery are not covered.
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Eligibility: Protection applies only to items purchased with the Shipping Protection option at checkout.
Claims Process
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Reporting Deadline: If your order is lost, stolen, or damaged, contact our support team within 48 hours of the delivery date or, for lost items, the expected delivery date.
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How to File a Claim: Submit a claim via email to orders@raptorracing.com with:
- Order number.
- Description of the issue (loss, damage, or theft).
- Supporting evidence (e.g., photos of damaged items, delivery confirmation, or police report for theft).
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Resolution Options: Upon approval of a valid claim, we offer:
- A complete product replacement, subject to availability. Raptor Racing will cover the shipping costs for replacement parts, except for oversized items, where we will contact you to confirm any additional shipping costs.
- A partial or full refund issued as store credit, at our discretion.
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Refund Policy: Refunds issued under this protection will be processed exclusively as store credit. Cash refunds or credits to the original payment method are not available.
Without Shipping Protection
Claims Process
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Carrier Claims: If you do not select Shipping Protection and your order is lost, stolen, or damaged, you must file a claim directly with the shipping carrier. We will assist by providing necessary documentation (e.g., proof of shipment), but the carrier manages the claim process and resolution.
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Resolution Timeline: Carrier claims may take 8–10 weeks to resolve, depending on the carrier’s policies and investigation process.
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Coverage Limits: The amount covered is determined solely by the carrier’s terms and conditions, which may not fully reimburse the order value or shipping costs.
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Customer Responsibility: You are responsible for initiating and following up on the claim with the carrier. We are not liable for delays, denials, or partial settlements by the carrier.
Additional Considerations
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Limited Store Involvement: Without Shipping Protection, our ability to intervene in carrier disputes is limited. We cannot guarantee replacements or refunds for issues resolved through the carrier.
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Evidence Requirement: Carriers may require evidence such as photos, delivery records, or police reports (for theft). Ensure you retain all relevant documentation.
General Terms
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Non-Transferable: Shipping protection is non-transferable and applies only to the original purchaser and order.
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Geographic Limitations: Protection and carrier claims apply only to shipments within Canada. Contact us for international shipping inquiries.
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Fraud Prevention: We reserve the right to deny assistance or claims involving suspected fraud, misuse, or non-compliance with these terms.
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Modification of Terms: We reserve the right to update these terms at any time. The terms in effect at the time of purchase apply to your order.
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Liability Limitation: Our liability for loss, damage, or theft is limited to the remedies outlined in these terms, regardless of whether Shipping Protection is purchased.
Contact Us
For questions, to initiate a claim, or for assistance with carrier claims, reach out to our team at orders@raptorracing.com. We’re here to help.
