Parcel Shield — Claims Policy

Parcel Shield is an optional package protection service available at checkout. It covers eligible packages that are lost in transit, stolen after delivery, or damaged during shipping. The price is shown at checkout as a percentage of the merchandise value.

How to file a claim

Email parcelshield@elevatestyles.com from the email address used to place your order. Include your order number, shipping address, tracking number, and a brief description of the issue. For damage claims, include clear photos of the item and packaging.

Lost packages

If tracking has stopped updating and the package has not been delivered, contact us after 7 days without a tracking update for a US shipment or 20 days without a tracking update for an international shipment.

A package being returned to sender because of an address or delivery issue is not considered lost under Parcel Shield. An international shipment held in customs is also not considered lost.

Packages marked delivered but missing

If tracking says delivered but you cannot find the package, check around the delivery location and with anyone who may have accepted it. Contact us as soon as possible, and no later than 15 calendar days after the delivery scan. You do not need to wait seven days to report a missing package.

We’ll review the available carrier records, which may include delivery photos and GPS information. A delivery scan alone does not automatically decide a claim. If the evidence supports delivery to the address provided at checkout and you believe the package was stolen afterward, the stolen package requirements below apply.

Stolen packages

For a package believed to have been stolen after delivery, file a report with your local law enforcement agency. Online reports are acceptable. Send us the report number and a copy or confirmation of the filing. We cannot approve a stolen package claim without confirmation that a report was filed.

Items damaged during shipping

Contact us with your order number and clear photos of the damaged item, its shipping box or mailer, and any damaged packaging. Keep the item and packaging while we review your claim, as we may need additional photos or information.

Parcel Shield covers eligible damage that occurred during shipping. Product concerns unrelated to shipping damage should be handled through the regular return or customer service process.

Shipping address responsibility

Please check your shipping address before placing your order. We rely on the address you provide at checkout to ship your package.

Parcel Shield does not cover a package lost, misdelivered, or returned because the address provided at checkout was incorrect, incomplete, or outdated. This includes an address you no longer use but did not update before ordering.

If the address on the shipping label differs from the address you provided at checkout, we’ll investigate the difference before deciding the claim.

Claim review

Once we have the information needed to review your claim, we’ll begin an investigation that may take up to 10 calendar days. We may contact the carrier, review delivery records, or request additional information from you.

We’ll email you our decision when the review is complete. If information from the carrier is still pending near the end of the 10-day period, we’ll send you a status update.

We may ask you to sign a statement confirming that the information provided is true and complete to the best of your knowledge. Claims containing materially false or incomplete information may be denied.

Approved claims

If your claim is approved, the Parcel Shield claims team will arrange a replacement when available or refund the covered merchandise value. We’ll confirm the resolution by email.

If a package arrives after we have issued a replacement or refund, please contact us. If a return is needed, we’ll provide a prepaid return label.

What Parcel Shield does not cover

Parcel Shield does not cover:

  • Carrier delays while a package is still in transit
  • Loss, misdelivery, or return caused by an incorrect, incomplete, or outdated address provided at checkout
  • Refused deliveries or packages returned to sender
  • International shipments delayed or held in customs
  • Packages left outside at your request and subsequently missing
  • Packages delivered to building staff or a neighbor when you authorized that delivery
  • Product dissatisfaction or issues unrelated to shipping
  • Losses already resolved through a replacement, refund, or chargeback

The Parcel Shield protection fee is nonrefundable once the order has shipped.