My package has been stolen, is lost or is damaged - what do I do?
ORDER PROTECTION:
Unfortunately, once packages are in the carrier's hands, they are out of our control. That being said, we know how frustrating it can be and we are here to help!
- If you purchased OrderProtection shipping protection at checkout:
We implemented OrderProtection shipping protection to provide added insurance to your package.
To file a claim with OrderProtection, visit this link or click the "File a Claim" button on your order confirmation page. After filing a claim, a FireplaceBlowersOnline.com or OrderProtection representatives will aim to reach out within 1 business day to get you taken care of, but most customers receive a response and resolution much quicker than that! FireplaceBlowersOnline.com & OrderProtection will ensure that you either receive a replacement or refund for approved claims.
Order Protection protects your order against loss, damage, theft and more. In a few clicks, you'll receive a refund or replacement for approved claims. To cover your order, make sure Order Protection is toggled on at checkout. Order Protection will be available to add once you reach your cart. Once added, it will appear at checkout before you place your order.
What is Covered?
Order Protection covers lost, damaged, stolen, wrong/missing items and orders that are returned to sender. Order Protection aims to respond within 1 business day. Most customers get a resolution even quicker than that! If your package hasn't had an updated tracking scan in 7+ days, it’s considered lost in transit, and you can make a claim. For international shipments, you can submit your claim after 14+ days. Make a claim as normal here. If your order is high value, you may be asked to provide proof of a filed police report. You’ll be asked to provide a photo of the wrong item to confirm the claim. You have 30 – 45 days to submit a claim, depending on the claim type. This is from the date you placed your order.
- If you did not purchase OrderProtection coverage:
If you did not purchase OrderProtection shipping protection, and your item was shipped with USPS, UPS or FedEx, we can file a claim on your behalf with the carrier.
Please note that the claims process will involve sending us pictures and/or details of your claim, along with us working directly with the carrier to expedite the claims process. The time each claims takes vary by carrier and situation.
Please feel free to reach out to our customer service team for additional assistance at support@fireplaceblowersonline.com. Thank you!