We're pleased to offer you peace of mind through our Shipping Protection Service. This service is designed to provide coverage for packages that are lost, stolen or damaged during transit. Please take a moment to read through this policy to understand how our Shipping Protection Service works.
Coverage Details
Our Shipping Protection Service covers packages against damage, theft or loss during shipment. If your package is confirmed as lost or stolen in transit, we will provide you with a replacement for the same item. If your item gets damaged in transit, we will replace the parts that were damaged. Please note that this service only offers a replacement, not a refund.
Initiation of Replacement Process
If you believe your package has been lost or stolen please follow these steps:
- Contact our Customer Support Team: Reach out to our dedicated Customer Support Team within 7 business days from the date of expected delivery. You can contact us via email at support@rokblokz.com.
- Provide Necessary Information: To initiate the replacement process, you will need to provide the order number, tracking number, and any other relevant details such as photos of damaged parts.
Expedited Replacement
We understand the inconvenience of damaged, stolen or lost packages, and that's why we believe in providing a quick resolution. Once you've reported the issue and provided the required information, we will initiate the replacement process immediately. You don't need to wait for the claim filing process to be completed before receiving your replacement.
Claim Filing
We expedite the replacement process, but take on the burden of waiting for the claim to be sorted out, which can take some time. With shipping Protection the claim process won't affect your receipt of the replacement item.
Package Tracking and Updates
We will keep you informed about the progress of your replacement package. You can track the replacement package using the provided tracking number.
Exclusions
Please be aware of the following exclusions from our Shipping Protection Service:
- Packages marked as "delivered" by the carrier but not received by the customer.
- Packages lost or stolen after successful delivery to a designated address.
- Packages with incorrect or incomplete shipping information provided by the customer.
- Packages delayed due to events beyond our control, such as natural disasters, strikes, or customs delays.
- Packages that have been tampered with after delivery.
Contact Us
If you have any questions or need assistance regarding our Shipping Protection Service, please don't hesitate to contact our Customer Support Team at support@rokblokz.com
Policy Updates
We reserve the right to modify or update this Shipping Protection Policy at any time. Any changes will be effective upon posting on our website.
By using our Shipping Protection Service, you acknowledge and agree to the terms outlined in this policy.