UMZU FAQ: Shipping Protection

To provide more safety, assurance, and insurance for our customers, we are happy to offer Shipping Protection. This protection covers you if your package is lost or damaged. 

What We Deem As Lost or Damaged

Your tracking shows that 'in transit' has yet to be marked delivered and has not been updated for ten days since the last update. 

Shipments determined lost by the carrier. 

The carrier delivered your package to the wrong address, even though you provided the correct address at the time of order. 

What We Deem as Damaged: Your order is delivered, and the item is materially damaged. You must provide all the original packaging and contents for at least 11 business days for carrier inspection or take the package to the post office for inspection. 

Some of your order items are missing due to the box/package opening during transit. Upon request, you may be asked for a report of a missing item from the carrier before the replacement.

Packages that have been stolen after delivery. The claim must be made promptly. A theft report through USPS.com or a police report may be required before replacement. 

UMZU may waive the reporting requirements in certain cases.

What's not covered by Shipping Protection:

Missing packages or packages returned to the sender due to the incorrect or insufficient address information provided at checkout when the order is placed. 

Delays in transit. When our customer service team is aware of delays due to weather or carrier logistics problems, we reserve the right to classify these packages as 'delayed' rather than lost. 

Unshipped items due to backorders or pre-sales. 

Returned items, refusals, or Bad Addresses. 

Packages lost or stolen after delivery managed by a re-shipper, a third-party shipper, or International Customs do not qualify for insurance. They may have limited coverage through the courier. 

Packages that have already been replaced or refunded. 

How to Submit Your Claim: 

If you have selected the Shipping Protection, please contact us at help@umzu.com promptly.  A shipping team member will assist you with your claim during business hours, the same day the package is reported, or the next available business day.

What to include in your claim email: Subject line: "Shipping Protection Claim for order UMZU-****. Your order number can be found on your order confirmation email. We can also look up your most recent order using your email address. 

Description of issue and contents.

In most cases, photographic evidence of damage, if applicable, will suffice. Include pictures and labels of all sides of the package. We need your shipping address, phone number, and other useful information supporting your claim. We will continue to track your package. Please alert us if the package appears so we can cancel the claim. If the claim is being resolved, we may request a return of the lost or damaged order or require inspection by the carrier. 

What happens after your claim has been submitted:

We will begin an investigation on the lost or damaged package.

After submitting your claim, we must contact the carrier to determine the loss/theft. The typical resolution time is two to three business days. Cases of theft, damage, or missing items could take longer. We know how important it is to receive timely and accurate orders, and we will work with your claim as urgently as possible. 

A minimum of a two-day waiting period (after the delivery scan) is required before resolving a delivery issue, as the courier will often locate the order within this time frame.

Once your claim has been approved, we will send you a replacement with the required signature and expedite the shipment to the same address as the original order. Suppose you are unavailable to sign the delivery. In that case, the post office will hold the package for several days (typically 15) for you to pick it up or arrange to re-deliver your order. Refused packages due to non-pickup are not refundable even upon return. 

Terms and Conditions:

UMZU Shipping Protection is an option, but by opting out, we will continue to follow the claims policy with the shipping carrier to either locate your parcel or deem it lost. This may take 6-8 weeks and is at the courier's discretion. The maximum claim amount with the carrier is $100.Theft is not covered by carrier insurance. 

We reserve the right to deny claims due to insurance fraud or abuse.

Shipping protection is non-refundable. Packages lost or stolen by third parties, a shipping agent, third-party shippers, or International customs do not qualify for insurance through UMZU’s shipping protection and may be limited in coverage through the courier.

If your claim is denied and you have additional supporting information to provide, please present the information as a reply to your claim denial. A team Manager will review your case and may contact you with possible resolutions.