Shipping policy
Shipping Protection is an optional service that may be added to an order before checkout.
When purchased, it provides additional protection for eligible packages affected by damage, loss, or theft during delivery.
Shipping Protection cannot be added after an order has been completed.
Covered Events
Subject to review and verification, Shipping Protection may cover:
- A product damaged during transportation
- A package confirmed lost in transit
- A package with no carrier movement for an extended period
- Missing contents caused by visible package damage
- A package reported stolen after being marked delivered
- A package incorrectly delivered by the carrier
Damage Claims
Transit damage or missing contents should be reported within 7 calendar days after delivery.
Include:
- The order number
- Photos of the complete product
- Close-up photos of the damage
- Photos of the outside and inside packaging
- A photo of the shipping label
Claims submitted later than 7 days but within the standard 30-day claim period may still be reviewed under the Refund & Replacement Policy.
Lost-in-Transit Claims
Contact MeshGift when:
- Tracking has shown no movement for more than 15 business days, or
- The package is more than 7 business days beyond the maximum estimated delivery period, or
- The shipping carrier has confirmed that the package is lost
Delivered but Missing or Stolen Packages
When tracking shows delivered:
- Check all possible delivery locations.
- Ask household members, neighbors, reception staff, and building management.
- Contact the local carrier.
- Allow 3 business days for a possible delayed final handoff.
If the package is still missing, submit the claim no later than 15 calendar days after the carrier’s delivery scan.
For higher-value claims, MeshGift may request a written statement, carrier documentation, proof of address, or a police report.
Available Resolutions
After reviewing an approved claim, MeshGift may provide:
- A replacement shipment
- A refund for the covered item
- Store credit
The selected resolution depends on product availability, the evidence provided, tracking information, and the circumstances of the claim.
The Shipping Protection fee itself is non-refundable after the protected order has entered production or shipment.
Exclusions
Shipping Protection does not cover:
- An incorrect or incomplete address submitted by the customer
- A package redirected after shipment at the customer’s request
- A refused or unclaimed package
- Customs delays, customs seizure, or unpaid import charges
- Normal delivery delays without loss, damage, or theft
- Damage caused after delivery through use, washing, impact, heat, chemicals, or improper care
- Minor cosmetic or color variations
- Claims submitted outside the applicable claim period
- Fraudulent, altered, duplicated, or misleading claims
- Orders where Shipping Protection was not purchased
Orders Without Shipping Protection
Orders without Shipping Protection remain covered by the Refund & Replacement Policy for verified manufacturing defects, incorrect items, and damage caused before delivery.
However, reimbursement for theft or a package marked correctly delivered cannot be guaranteed when Shipping Protection was not purchased.
Submit a Claim
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