InsureShield FAQ's

 

Please note that InsureShield is the ONLY way I can replace or refund orders.  As a small business I rely on many outside factors that I cannot control (shipping companies, your location, thieves, etc.), I am not Amazon, and am not able to simply replace or refund orders otherwise. I highly suggest you add InsureShield to your orders, especially if your location is known to have delivery issues (I might also suggest you get a PO Box in that case too). I hope you understand.

 

What is InsureShield Package Protection?
InsureShield is a separate company that I work with that allows me to refund or replace your order almost immediately.  It protects orders from damage or loss due to theft or disappearance through transit. As weird as it sounds, USPS and shipping companies almost never actually refund for these situations. And they never cover stolen packages that are marked delivered.

Should something happen to your package, you will need to contact me and follow the directions below. 

For the full terms and conditions for InsureShield, visit this page HERE.

 

Where is My Order?
Once your order has been fulfilled, a shipping confirmation with a tracking number will be emailed directly to you. Again, if you did not receive this, please see the After Order page. To track Contempo Crystals orders, all you need to do is look at your order shipment confirmation e-mail.  If you did not receive that, please see the After Order help page for details.

 

How Does InsureShield Work?
If your InsureShield-protected order ends up lost, damaged, or stolen, you will contact me immediately by responding to your Order Confirmation e-mail with all of the details.  This includes a summary of what happened, and any proof that you have.  If you have a damaged item, you will need to send photos of both the item as well as any damage to the packaging.

Claims will be reviewed for approval within 1-2 business days from filing.    

 

Otherwise I cannot replace or refund for these situations.

 

When Should I File a Claim?
Marked As Delivered (Stolen)

  • Claims will be reviewed no earlier than 3 calendar days and no later than 15 calendar days from when it was marked delivered. 
  • Please try everything you can to find the package using the suggestions on my FAQ page.  This includes checking with family and neighbors, and asking USPS to look at the delivery GPS.
  • Please note, orders that are marked as delivered, but are stated to be stolen, may require a theft police report to be filed.

Stuck In Transit (Lost)

Please note the sometimes packages do end up stuck for a few days in transit at distribution hubs.  This does not mean that your order is not still going to arrive. 

  • For domestic orders, claims will be reviewed no earlier than 5 calendar days, and no later than 30 calendar days, from the last update. 
  • For international orders, claims will be reviewed no earlier than 15 calendar days and no later than 30 calendar days from the last update. 

Damaged

  • Claims for damaged items require photos of the packaging and item(s) and must be filed within 24 hours from when it was marked delivered. 

What if My Order Never Arrives or is Stolen?
InsureShield helps cover these instances! To protect your order against loss or theft, add the protection at checkout. Otherwise I cannot replace or refund for these situations. See above for more on this.

What if My Order Arrives Damaged?
InsureShield covers damage as well! To protect your order against damage that occurred during shipping, add InsureShield at checkout. 

If your order has arrived to you damaged, please take photos of the item and the packaging it arrived in to include in your claim. 

How Do I File a Claim for my Lost, Damaged, or Stolen Order?
If your InsureShield-protected order ends up lost, damaged, or stolen, you will contact me immediately by responding to your Order Confirmation e-mail (this e-mail gives me the details I need specifically) along with all of the details or issues.  This includes a summary of what happened, and any proof that you have.  If you have a damaged item, you will need to send photos of both the item as well as any damage to the packaging.

By filing a claim for a stolen package that has marked as delivered, you pledge that your statement is truthful, and that you have completed the steps listed on my FAQ page to attempt to locate the package.  Please bear in mind that a theft police report may be filed.

What are InsureShields’s Terms and Conditions? 
InsureShield’s terms and conditions are listed here: https://www.insureshield.com/us/en/legal/terms-and-conditions-of-service-and-explanation-of-coverage.html