We guarantee that all orders will will include high-quality items packed appropriately for shipment, but sometimes things happen after an order is out of our hands. If a package is damaged during shipping or is stolen from your front porch after delivery, we are unable to send you a replacement order.
To help, we’ve partnered with ShipInsure to offer affordable delivery insurance, to protect your order from problems after it leaves our facility. Please consider enabling it with the toggle in the shopping cart. You may choose to proceed without Shipping Protection, but we recommend it just in case.
If you choose to purchase Shipping Protection, you will receive an email from ShipInsure along with your Order Confirmation email from us when you finish checkout.
ShipInsure’s Shipping Protection covers the following:
Lost Orders
An order is considered lost if it is marked as delivered, but not received within two business days after the package is marked as delivered. Sometimes delivery service workers will mark a package as delivered and then actually deliver it the next day if they are having trouble meeting their quotas/schedules. We don’t appreciate that practice, but sometimes it happens, so we ask you to wait two business days before filing a claim.
A package might also be considered lost if there are no tracking updates for 7 days (for domestic orders) or 14 days (for international orders.) The carrier does not necessarily need to consider the package lost for ShipInsure to begin the claims process.
Damaged on Arrival
If a product arrives damaged, we ask that your file your claims with ShipInsure within 14 days of delivery.
If a product arrives visibly broken or unusable, ShipInsure may request photos or videos documenting the damage. If your package arrives in an obviously damaged state, we recommend taking photos of the package as it was delivered (before opening it, where it was delivered if possible,) and of the product as your received it.
Weather-related damages are frequently approved, but may be rejected in certain circumstances. If a delivery worker leaves your package in a puddle in the rain, that claim may be approved. If a package is left exposed to the weather for a week because the recipient was out of town during the delivery window, that claim may have a different outcome. Please document the circumstances around any weather-related damage to help ShipInsure understand your claim.
ShipInsure’s policy does not cover minor cosmetic damages, scratches, or manufacturer defects. However, Snoozer Pet Products is committed to providing high-quality products to you, and manufacturer defects are covered by our standard 1 Year Limited Warranty.
Stolen Packages
If your package is marked as “delivered,” but you do not receive it, your package may have been stolen. As with lost orders, we ask that you wait two business days after a package has been marked as delivered before filing a claim.
If an order has a product value over $500, or when ShipInsure deems it necessary based on circumstances, ShipInsure may require a police report when the package is marked as delivered but is not present at the residence.