SQAIRZ Shipping Protection Program Terms and Conditions
September 1, 2021
The shipping protection program (“Protection Program”) is provided by SQAIRZ, LLC. The Protection Program’s terms may be changed by SQAIRZ’s in its sole discretion. Customers will be subject to the Protection Program terms then in effect at the time orders are placed.
SQAIRZ Protection Program covers lost, stolen, and damaged items that meet the requirements stated herein.
SQAIRZ provides the Protection Program to customers for all items ordered on its website (excluding all digital products such as gift certificates). The Protection Program is added to orders automatically at the time of purchase and can be deselected by customers if desired. If a customer declines the option to purchase the Protection Program, SQAIRZ will not be held liable for any lost, damaged, or stolen packages for any reason. The price of the Protection Program is currently USD $5.00 per order and may be increased by SQAIRZ’s in its sole discretion. The Protection Program may be subject to taxes in certain jurisdictions. Customers are responsible for all applicable taxes.
If one or more ordered items are lost, damaged, or stolen, call SQAIRZ at 1-888-793-7779 or email us at firstname.lastname@example.org to file a request (“Request” or “Requests”). Please have the Order ID and billing details available before contacting us to expedite the Request. We will refund or replace the ordered items if they meet the program requirements stated herein.
When refunding an item, SQAIRZ covers the total of the order, excluding shipping costs, taxes, the Protection Program cost, and any restocking fees that may apply. Please review our shipping and returns policy page at https://sqairz.com/shipping-returns/ to learn more.
When replacing an item, SQAIRZ covers the order’s total, including shipping costs, taxes, and the Protection Program on the replacement package. Except as otherwise set forth herein, SQAIRZ does not pay custom and duty fees for international orders.
SQAIRZ expects that customers will not file false Requests. If SQAIRZ determines in its sole discretion that a customer has not fully cooperated with SQAIRZ or has filed a false Request, then SQAIRZ will have no obligation to refund or replace the order items under this program. The customer shall reimburse SQAIRZ for all damages, costs, and expenses (including attorney’s fees) incurred by SQAIRZ in connection with any customer non-cooperation or false Requests.
SQAIRZ’s obligations under this program are conditioned upon customers’ full and prompt cooperation and production of requested information and evidence.
Invalid address or delivery barriers
Sometimes carriers cannot deliver a customer’s package due to an invalid address or other unexpected delivery barrier. When this happens, the carrier might return the package to SQAIRZ or hold the package. If this should occur, the package is ineligible for coverage under this program; however, SQAIRZ will attempt to reach the customer to find a resolution to resend the package. SQAIRZ covers the customer’s order if the resent package gets lost in transit back to the sender.
Only part of the order delivered
If a customer orders several items in one package, but only part of the order arrives, and there is no evidence of tampering, SQAIRZ will work with the customer in order to get the rest of the order sent. In some cases, SQAIRZ’s fulfillment services will need to send an order in multiple packages, and the packages may be on the way or delayed. Should this occur, customers should contact SQAIRZ so that SQAIRZ can find out where all of the order items are and when they will arrive.
In the case that a single order is shipped in multiple packages and one package does not arrive, SQAIRZ will cover the missing order and either reorder or refund the value of the undelivered package.
Packages labeled “return to sender.”
SQAIRZ will attempt to reach the customer if a package is returned labeled “return to sender” and find a resolution to resend the package. Items are returned to the sender when a customer provides an invalid or undeliverable address or refuses delivery. SQAIRZ covers the customer’s resent order if the package gets lost in transit back to the sender.
Order stuck in customs.
The Protection Program does not apply when international borders and customs hold a customer’s order. Should this occur, the customer’s next step is to pay the customs fees to receive the package.
If a Customer places another replacement order (at such customer’s cost) for products that the customer had already paid customs on, SQAIRZ may, in its sole discretion, pay the applicable custom fee for the replacement order.
The order was marked as unfulfilled or unshipped.
If a customer’s order is marked as unfulfilled or unshipped, because the order has not been fulfilled yet by SQAIRZ (SQAIRZ could be low on inventory of the items, internal delays with the fulfillment center, etc.), SQAIRZ will work to notify the customer and find a resolution. The Protection Program does not apply until an order is shipped.
Requests filed too soon.
If a customer files a Request the same day that the undelivered order was marked as delivered, at SQAIRZ’s discretion, the customer may be asked to wait five (5) business days. Carriers (USPS, UPS, etc.) sometimes prematurely mark the package as delivered when it is still in transit.
Delivered but missing package
If a package is listed on SQAIRZ’s website as “delivered” but the customer has not received the package, SQAIRZ will attempt to ascertain why the package is missing. The customer shall assist SQAIRZ by providing all requested information and evidence, such as where the package was delivered and where the homeowner was at the time of stated delivery, or if the homeowner has video security software.
Delivered to the wrong address
If a customer inputs the correct address at checkout and the package is delivered to the wrong address, SQAIRZ considers the package stolen, and will replace the order.
A damaged product is a product considered by SQAIRZ to be unusable, ripped, clearly fractured, shattered, bent (if not bendable) or crushed. Customers must provide SQAIRZ with pictures of the damaged product.
Report Filing Timing Requirements
The Protection Program only covers eligible Requests filed within the time requirements stated below.
Damaged Items: SQAIRZ must receive Requests within three (3) days of customers’ receipt of the damaged product.
Lost or Stolen Items: Requests for packages presumed to be lost by the carrier, where the status is “not delivered” must be filed no sooner than three (3) days after the scheduled delivery date for domestic shipments (and sixty (60) days for international shipments), but not later than 60 days from the date the shipment was originally scheduled to be delivered.
Requests made in connection with packages marked “delivered” yet not received must be received by SQAIRZ no sooner than three (3) days after the last tracking update for United States domestic shipments (twelve (12) days for international shipments, including Canada unless a Canadian merchant is shipping within Canada in which case the three (3) day domestic shipment timeline applies) and within sixty (60) days from the last checkpoint.
All other claims for loss or damage should be filed as soon as discovered but in no event later than sixty (60) days from the purchase date.
Carrier Delayed Shipments:
The Protection Program does not cover any Requests made due to carrier delays.
Please note that carriers update their website with expected delays due to inclement weather or other barriers to scheduled delivery. It is the customer’s responsibility to check the carrier’s website for delay notices.
If a customer pays for expedited shipping, but the package arrives outside of the expected window, the package will not be covered by the Protection Program.
Input wrong address
If a customer enters the wrong address at the time of order, the customer must reach out to SQAIRZ to remedy the incorrect address.
Payment installment companies
For orders paid by payment installments, it is customers’ responsibility to continue to pay the payment installment company directly, notwithstanding the status or outcome of any Request.
If a customer receives a refund from SQAIRZ for customer’s order pursuant to the Protection Program, the customer must continue to pay all required installment payments to the applicable installment company.
Non-sanctioned shipping address
SQAIRZ is based in the United States of America and does not ship to locations, or cover Requests for orders to countries that are restricted by the U.S. Department of Commerce including, but not limited to, any US embargoes countries or to anyone on the U.S. Treasury Department’s list of Specially Designated Nationals or the U.S. Department of Commerce Denied Person’s List or Entity List.
If a customer does not respond to a correspondence from SQAIRZ regarding a Request within five (5) days, SQAIRZ will automatically close the Request and will have no further obligation.
Canceling the Protection Program
If a customer’s package has not shipped, and the customer requests that SQAIRZ cancel the Protection Program, SQAIRZ may, in its sole discretion, cancel and refund to the customer the cost of the Protection Program. If an item has already shipped, then the customer may not cancel the Protection Program.
Limits of Liability
IN NO EVENT WILL SQAIRZ BE RESPONSIBLE TO MAKE ANY PAYMENTS, REFUNDS, OR SHIP ANY REPLACEMENT ORDERS THAT EXCEED $800 IN VALUE FOR ANY ORDER THAT HAS BEEN LOST, STOLEN, OR DAMAGED DURING SHIPMENT.
This program does not cover any loss, damage, or expense attributable to or caused by ordinary loss in weight or volume, or ordinary wear and tear of the products; willful misconduct, infidelity, conversion, or dishonest acts of the customer, or the customer’s agents, whether committed alone or in collusion with others.
To and from ports and or places in the world to ports and or places in the world with the privilege of transshipment by land and/or water; however, shipments to/from Afghanistan, Iran, Iraq, Somalia, Sudan, and truck/rail shipments to/from/within Mexico other than as a connecting conveyance are excluded entirely. Also including domestic shipments within the United States and Canada. All other domestic shipments are excluded unless specifically endorsed hereon.
Regardless of the Duration of Risk clauses found elsewhere in this Policy, coverage for shipments to Haiti, Nigeria, Pakistan, and the Commonwealth of Independent States (CIS) ceases upon discharge from the ocean vessel or aircraft.
The CIS presently includes Armenia, Azerbaijan, Belarus, Kazakhstan, Kyrgyzstan, Moldova, Russia, Tajikistan, Turkmenistan, Ukraine, and Uzbekistan.
Out of stock
If SQAIRZ is out of stock of an ordered product, customers can either wait until that item is back in stock, receive an exchange of equal value (or greater if the customer pays the difference), or get a refund for the out of stock product.