Our Promise

Valara Shipping Insurance protects your purchases from loss, theft, and shipping damages. Coverage only applies to orders where insurance was purchased at checkout.

Lost Package Policies

What Qualifies as a Lost Package

A package is considered lost if:



Domestic Shipments

• No delivery status for 10 consecutive days after last tracking update
• 72 hours past the estimated delivery date with no carrier updates

International Shipments

• No delivery status for 20 consecutive days after last tracking update
• Includes shipments to Canada



Multiple Package Orders

• If a single order is shipped in multiple packages and any package(s) does not arrive, Valara will consider the undelivered package(s) "lost"

Claim Requirements for Lost Packages

• Must file a claim within 30 days of the last tracking update
• Provide relevant tracking information
• Be prepared to submit additional documentation if requested


 

Stolen Package Policies



What We Consider Stolen

• Package marked "delivered" but not received
• Package delivered to an incorrect address (when you provided the correct address)
• Evidence of package theft must be provided



Claim Requirements for Stolen Packages

• Must file a claim 5-30 days after delivery date
• Please wait 5 days after the delivery date to allow time for potential package location or carrier verification
• Photographic or video evidence may be required
• Provide relevant tracking information
• Be prepared to submit additional documentation if requested


 

Damaged Item Policies



An item is considered damaged in shipping if:


• Completely unusable upon delivery
• Shows clear signs of mishandling during shipping
• Packaging indicates significant transit damage



What's not considered damaged in shipping:

• Manufacturing defects
• Minor cosmetic imperfections

• Damage pre-existing before shipping

This is covered in our Returns Policy.

Claim Requirements for Damaged Items

• File claim within 30 days of delivery
• Submit clear photos/videos of damage
• Provide relevant tracking information
• Be prepared to submit additional documentation if requested


 

Valara Shipping Insurance: What We Don't Cover

• Expedited shipping delays
  Valara does not cover shipping carrier delays on expedited shipping. If your order arrives later than the guaranteed delivery time but is undamaged, our policy does not apply. Contact the shipping carrier directly for potential refunds or resolution.
  
  
• Quality dissatisfaction
  Please refer to our Returns Policy.
  
  
• Returns or exchanges
  Please refer to our Returns Policy.
  
  
• Items stuck in customs
  Please contact your local customs agency with questions.
  
  
• Packages seized by law enforcement
  Please contact your local law enforcement with questions.
  
  
• Invalid or undeliverable address, delivery barriers, or packages marked “return to sender”
  Valara will not consider a package "lost" if the shipping carrier cannot deliver due to an invalid address, delivery barriers, or customer refusal. 
  
  
• Input wrong address by customer
  If a package has already been shipped with an incorrect address, contact the shipping carrier to request address redirection.
  
  
• Order marked “pre-shipment” “label created” or “shipment information received”
  Packages marked "pre-shipment," "label created," or "shipment information received" are not considered lost. These orders are still being processed and may be delayed due to inventory or carrier logistics. 
  
  
• Claim filed too late
  Claims that are filed after 30 days from the last tracking update for lost orders and after 30 days from delivery date for damaged or stolen orders may be denied.