This Package Protection Policy applies to all customers who opt for package protection when placing orders on www.i-blason.com (hereinafter referred to as "the Store"). By selecting the package protection service at checkout, you agree to the terms and conditions outlined below.
1. Overview of Package Protection
I-Blason’s optional package protection safeguards your order against loss (including theft) and damage during transit. Available for purchase at cart and checkout, the cost is 2.5% of your total cart value (excluding shipping fees), with a minimum charge of $1.58, automatically calculated and added to your order total. This is a proprietary program controlled by the Store to offset costs related to lost (including stolen) or damaged packages and foster customer trust.
When you purchase package protection, you are covered for the full value of your order (including shipping fees and the package protection fee) if your package is lost (including stolen) or damaged, subject to this policy’s terms.
2. Eligibility & Coverage
2.1 Eligibility
To qualify for package protection, you must:
(a) select I-Blason’s package protection option at cart or checkout page;
(b) provide accurate, complete shipping information (name, address, contact details);
(c) pay for both your order and the protection fee (2.5% of cart value, minimum $1.58);
(d) submit a claim within the required timeframe (see Section 3.1).
2.2 Coverage Scope
Package protection covers the following scenarios:
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(a) Loss (including theft): Packages confirmed lost by the carrier (no tracking updates for 7+ business days for domestic orders, 14+ business days for international orders), packages stolen after delivery.
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(b) Damage: Packages delivered with items that are physically damaged (rendered unusable or significantly impaired).
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(c) Delay: Orders not delivered within 12 business days after shipment for domestic orders and not delivered within 20 business days after shipment for international orders.
3. Claim Process
3.1 Claim Submission Timeframe
You must submit a claim within 10 business days of:
(a) the estimated delivery date (for lost packages, including stolen packages);
(b) the delivery date (for damaged or delay packages). Claims submitted after this window are generally ineligible, unless you provide valid proof of extenuating circumstances (e.g., medical emergency, out-of-country travel) that prevented timely submission—these will be reviewed on a case-by-case basis.
3.2 Required Documentation
To process your claim quickly, submit the following via email to support@i-blason.com with the subject line "I-Blason Package Protection Claim - [Your Order Number]":
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(a) Your full name, order number, and contact information (matching the details used for your order).
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(b) A detailed description of the issue (e.g., "package lost", "package stolen after delivery", "item damaged in transit", "delayed delivery"), including the date you noticed the issue and relevant order details (e.g., number of items, product names).
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(c) Supporting evidence:
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(1) Lost packages (including stolen packages): Screenshot a police report, security footage, a loss confirmation document from the relevant logistics carrier (e.g., USPS, FedEx, etc.), or an official notice from the building management/authorities.
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(2) Damaged packages: Clear, high-resolution photos/videos of the damaged item, original packaging (including shipping labels), and the extent of damage. All media must be unedited and show the item as delivered.
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(3) Delayed delivery: Provide your order placement date and the actual delivery date.
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(d) A copy of your order confirmation (optional, but recommended to speed up processing).
3.3 Claim Review & Processing
We will review your claim and all documentation within 5-10 business days (excluding weekends and holidays). We may contact you for additional information or evidence, you should respond within 7 business days to avoid claim denial. We may also verify details with the carrier to ensure compliance with this policy.
After review, we will notify you of our decision via email (to the address linked to your order). Approved claims will be resolved within 3-5 business days (see Section 4 for options).
If your claim is denied, we will provide a detailed explanation (e.g., "claim submitted late," "insufficient evidence," "issue not covered"). You may appeal by submitting additional evidence within 5 business days of the denial, and we will conduct a secondary review.
4. Resolution Options for Approved Claims
For approved claims, you may choose one of the following:
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(a) Full Refund: Refund of the full order value ( exclusive of insurance premium) to your original payment method. Refunds typically post completes 3-7 business days, depending on your payment provider.
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(b) Replacement: Free shipment of a replacement for damaged or lost (including stolen) items to your original address (no additional fees). Processing and dispatch typically complete within 3–5 business days upon approval.
- (c) Delayed Delivery: A flat compensation of $5 per order, issued as a refund to your original payment method. Processing typically completes within 3–7 business days upon approval.
Once selected, your resolution option cannot be changed. Replacement items are covered by the Store’s standard warranty but not additional package protection (unless purchased again for the replacement order).
5. Frequently Asked Questions (FAQs)
Below are answers to common questions about I-Blason’s package protection service:
5.1 Premium & Pricing
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Q: How is the package protection premium calculated? A: The premium is 2.5% of your cart total (excluding shipping fees), with a $1.58 minimum. For example, a $50 order would have a $1.58 premium (minimum), while a $100 order would have a $2.50 premium.
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Q: Can I get a refund of the premium if I cancel my order? A: The premium is non-refundable unless your order is canceled before shipment and you did not use any protection benefits. Premiums are not refunded for post-shipment cancellations.
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Q: Is the premium charged per item or per order? A: Per order, based on your total cart value (not per individual item).
5.2 Other Questions
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Q: Is this package protection an insurance product? A: No. It is a proprietary program offered by the Store to protect against lost, damaged, or stolen packages, not an insurance product.
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Q: Can I purchase package protection after placing my order? A: No. Protection must be purchased at checkout and cannot be added after the order is placed or shipped.
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Q: What if my claim is approved but the product is out of stock? A: You will be offered a full refund to your original payment method.
