Package Protection FAQ

What is Package Protection?
Package Protection is a package protection solution that helps cover your order in the event that your order gets lost, or damaged while in transit. 

Where is My Order?
Once your order has been fulfilled by our team, a shipping confirmation with a tracking number will be emailed. 

How Does Package Protection Work?
If your protected order ends up lost in transit or damaged in transit, our support team helps ensure that your order gets replaced or refunded as preferred. Claims will be reviewed for approval within 7-14 business days. 

What happens if my item is delivered, and then stolen from my location?

If the item shows delivered, and is stolen, Package Protection does not cover your lost package. We suggest you contact local authorities and file a police report, along with filing a report with the carrier. Footprint USA is not responsible for any lost or stolen shipments. If you do not receive your package, please initiate a claim with UPS and email hello@footprintusa.co with any relevant information, including the claim number. It is a federal offense to steal packages or mail. 

Click here to report an incident

What if I know my location is unsafe, or I am located in an apartment/shared building where porch pirates often take my package?

We teamed up with UPS to provide you an option to pick up your package in a safe secured location, at no additional cost to you! When you check out, simply click pick up at UPS location. 

How Does Package Protection Process Refunds or Reorders?
Refunds: When refunding an item, Package Protection covers the subtotal, and taxes if the item is deemed lost or damaged. If the item is deemed lost or damaged, and a replacement option is available, you are able to get a replacement. 

When Should I File a Claim?

    Stuck In Transit (Lost)

    • For domestic orders, claims will be reviewed no earlier than 2 calendar days and no later than 30 calendar days from the last update. The maximum filing time is 365 days from the order date.
    • For international orders, claims will be reviewed no earlier than 20 calendar days and no later than 30 calendar days from the last update. The maximum filing time is 365 days from the order date.

    Damaged

    • Claims for damaged items require photos of the packaging and item(s) and must be filed no later than 15 calendar days from when it was marked delivered.

    How long does claim processes take?

    Depending on the carrier, it may take 2-10 business days to investigate.

    What is the maximum coverage?

    When Package Protection is purchased, we cover up to a maximum of $300.

    Any order over $300 we reserve the right to purchase signature confirmation.

    We reserve the right to deny insurance coverage for any reason.

    Police reports may be required.