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Protect my Order
Purchase Protection*

Stolen packages

What is a Stolen package? Orders marked as "Delivered" but you have not received it (must not have selected "Authority to leave")

Lost items

What is a lost item? Items either delivered to an incorrect address or lost in transit (verified by carrier)

Damaged packages

What is a Damaged package? Packages arrived to you in a damaged condition. 

View our full policy detail

*Purchase Protection is non-refundable and excludes all non-returnable items.
For change of mind returns, you will need to pay return shipping costs.
For further information, read our returns policy  

  • Protect my Order

Protect my Order

Protect my Order
$2.00 CAD
$0.00 CAD $2.00 CAD
Order now to receive the item byDec 23 - Jan 02, 2025*

Claim via the fom here

Learn more & proceed the claims here

Lost Items

In the event you believe that your parcel is lost you can raise a claim with us if there has been no tracking status update in 10 days from the last tracking date. A claim needs to be raised within 30 days (calendar) from last tracking update or may lead to a claim being rejected.

Stolen Packages

If your order has been marked as “delivered” but you have not received it - we would deem this as stolen. Claims will need to be filed after 5 days from delivery date, but within 15 days in order to be approved.

In some cases, ECHT may require you to file a police report and send through a copy in order to proceed with the claim.

Note: Making a false police report carries potential imprisonment or a fine based on your jurisdiction

Damaged Packages

If your package has arrived damaged please file a claim with us within 10 days of receiving your package.

You will need to provide photo evidence of the damage to the package and items inside. Insufficient details may lead to a claim being rejected.
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