JDC Shipping Protection

Protect your delivery with JDC Shipping Protection

With JDC Shipping Protection, there’s no need to wait weeks for claims to be processed by couriers - protect your parcel with just 2.5% of the contents value and we’ll offer you a refund or replacement right away!

WHAT WE DEEM AS LOST:

  • Shipment states ‘delivered’ but you have not received it. Depending on where you live, we ask that you allow up to 7 business days for your parcel to be delivered. Sometimes the courier prematurely marks it as delivered and tries a redelivery, it turns up in a secure location at your property or it may be at your neighbor's.
  • Your tracking has not updated for 14 calendar days (domestic shipments) 30 calendar days (international shipments) from the ship date

We reserve the right to class this as a ‘delay’ if there is a high volume of parcels in the network and we are aware of delays, otherwise we will offer a refund or replacement.

WHAT WE DEEM AS DAMAGED:

  • Items arrive damaged in transit - parts are bent/scratched etc.
  • Some of your order is missing due to the box/packet opening in transit.

Please contact us at support@jdcustomsusa.com immediately if your items have arrived damaged or if something is missing. Submit pictures of the box the items arrived in and the item(s) themselves clearly showing the damages. 

Potentially Stolen Packages:

  • If your package has been marked as "Delivered"and you fear that it has been stolen, please reach out as soon as possible.
  • We will have to conduct an investigation and how we choose to move forward will be at our discretion. 

WHAT WE DO NOT COVER:

  • Missing parcels or redelivery fees due to incorrect address information provided by the customer.
  • Delays in transit.
  • Order marked as unfulfilled or unshipped. This may be due to inventory issues or dispatch delays.
  • Orders stuck in customs - we cannot be held responsible for customs delays. Please get in touch with your chosen courier and pay required customs fees. If you refuse customs payments, we are not liable for any return to sender fees and these will be deducted from your refund.
  • Items that are returned to us for a refund or exchange that are not in a resalable condition.

HOW TO SUBMIT YOUR CLAIM:

If your parcel is lost or damaged, please contact us by email at support@jdcustomsusa.com from the email address you used to place your order. A member of our customer service team will assist you within 1-2 business days.

What to include in your claim:

  • Subject line: CLAIM for order #JDC12345
  • Description of your issue
  • Photo evidence of damages

We will continue to track your parcel and should it appear, we will send a return label to get the item sent back to us. By selecting JDC Shipping Protection, you agree to these terms. We ask that you do not get in touch with us regarding a missing parcel until the allotted time has passed for it to be deemed as lost. This is our in-house protection policy. JDC Shipping Protection is non-refundable once your item has been shipped.

OUR POLICY FOR UNPROTECTED PARCELS:

We will follow our standard claims policy with your selected courier to either locate your parcel or deem it as lost. Read more about our standard claims policy here.

If your parcel has a GPS location or photographic evidence that it has been delivered to your property, is with a neighbor or at a secure location, we are not responsible for a refund or replacement.