Xyrena Shipping Protection
Optional, for orders delivered within the United States, and sold only by Xyrena as the seller of your order. Orders normally ship at the buyer's risk once the carrier has them. Add Xyrena Shipping Protection in your cart (2% of your subtotal) and that changes: getting your order to your shipping address in good condition becomes our responsibility, and if it's lost or damaged on the way, we reship it at no charge.
How it works
Tick it in your cart to add it, untick to remove it. It's never added unless you choose it, and the fee is calculated from your subtotal and shown before you pay.
What it does
- Lost in transit — tracking stops and the package never arrives: we reship it.
- Damaged in transit — the shipping box shows transit damage and the item inside arrived broken or crushed: we reship the affected items. Photos of the box, the packing, and the item are required within 7 days of delivery, and the carrier may ask to inspect them. A leaking bottle or loose cap in an undamaged package isn't a Protection claim; contact us and we'll look at it as a product issue.
- Marked delivered, not received — we request the carrier's delivery record (GPS scan point, photo, or signature). If it shows delivery somewhere other than your address, we reship. If it shows delivery at your address, Protection has ended. One such claim per customer or address in any 12 months, reshipments go signature-required, and claims may be referred to the carrier.
- If we can't reship an item (sold out, discontinued), we cancel that part of your order and return what you paid for it. Limited variants we can't reproduce, such as Chase Bottles, are reshipped as the standard edition.
Where it ends
- It ends when the carrier delivers to your shipping address. Packages taken from a porch, lobby, or mailbox after delivery are not part of it.
- Orders delivered outside the United States.
- Orders sent to an address entered incorrectly or changed after ordering.
- Orders refused, unclaimed, or returned to us as undeliverable.
- Orders delivered to a pickup point, held location, or package-forwarding address.
- Late deliveries, or damage after delivery.
- Wholesale orders, and orders placed without Xyrena Shipping Protection.
- The fee itself isn't returned once your order ships.
Filing a claim
Go to xyrena.com/claims, enter your order number and email, and we'll show you exactly what can be filed and when. Lost orders: after the carrier's late-delivery period, within 30 days of shipment. Marked delivered but not received: 7 to 30 days after the delivery scan. Damage: within 7 days of delivery, with photos of the box, the packing, and the item. Most claims are decided within 3 business days.
Without it
Your order ships at your risk once the carrier has it, and we don't replace or refund what the carrier loses or damages.
Full terms are in our Terms of Service.
