Are you looking to file a claim?

Please review the policies below to ensure your situation qualifies for coverage. You can file a claim by emailing us at packageprotection@shopremi.com or by filing directly on our site here: File a Claim. See the bottom of this page for the email template if you choose to email us.

What Package Protection Covers

Package Protection covers packages that are lost, damaged, or stolen.
Please review the full policies below to confirm eligibility.

Note:

Package Protection covers the value of items in an order only. It does not cover additional charges such as shipping fees, taxes, customs duties, the Package Protection fee itself, or other incidental costs.

Stolen Items and Packages Policy

If your package is marked as “delivered” but you have not received it, a police report may be required based on the order amount. Requirements:

1. A police report may be required for orders valued at $600 or more.
2. Claims must be filed within 30 days of the order delivery date for consideration.
3. In the police report, please mention that Package Protection covers your shipment and that you are filing a stolen package report to assist in the resolution process.

Once completed, email a copy of the police report along with your order number and relevant details to packageprotection@shopremi.com.
Package Protection reserves the right to request additional supporting information as needed.

Note:

Claims for “delivered” but missing packages must be filed no sooner than 7 days and no later than 30 days after the marked delivery date.

Incorrect Address Policy

1. If the incorrect address was entered at checkout, Package Protection is not responsible for the loss.
2. If the correct address was provided but the package was delivered incorrectly, you may file a claim. Proof will be required.

Lost Packages Policy

Domestic Orders:

1. A package is presumed lost if it has been 7 or more days since the last tracking update and not delivered.
2. If tracking shows “delayed” or “arriving late,” we may wait up to 14 days before considering it lost.

Claims for lost packages must be filed within 60 days from the last tracking update.

Invalid Address / Delivery Issues

Package Protection does not cover delivery issues related to invalid addresses, missing signatures, or delivery complications caused by the shipping carrier.

Partial Order Delivery

If your package arrives missing some items without any signs of tampering, coverage may not apply. In these cases, we will review the issue and either assist directly or provide a suitable resolution.

Damaged Items Policy

Package Protection covers damages caused during shipping that make a product unusable (i.e., functional damage).

Return To Sender (RTS) Policy

Packages marked as “Returned to Sender” are eligible for coverage after they are confirmed and received back by the merchant, based on tracking information.

Claims must be submitted within 30 days of the “Return to Sender” status.

Subscription Orders

Package Protection covers individual shipments within a subscription. Protection must be purchased separately for each shipment.

Custom Items

Custom items cannot be re-manufactured or reordered through Package Protection.
If a custom item is eligible for coverage, we may offer a refund or another suitable resolution.

Out-of-Stock Items

If an item is out of stock at the time of replacement, Package Protection will issue a refund, or another suitable resolution. We are unable to resend items that are no longer available.

Replacement Shipments

Only the original order covered by Package Protection is eligible. Replacements or reshipments are not covered under this policy.

Filing a Claim

To file a claim, send us an email at packageprotection@shopremi.com or file directly HERE.
If emailing, please COPY/PASTE and fill out the following template:

Claims Template

• Full name
• E-mail
• Order Number:
• Claim Type: (Select One — Stolen Package / Damaged Package / Lost Package)
• Detailed Information: