Packages presumed to be lost

• Order issues for packages presumed to be lost by the carrier (where the status is not "delivered") must be filed no sooner than 7 days after the last tracking update for United States domestic shipments (20 days for international shipments, including Canada unless a Canadian merchant is shipping within Canada in which case the 7 day domestic shipment timeline applies) and within 30 days from the last checkpoint.
• Upon request, Swipe may require additional documentation such as proof of identity, a notarized statement, address, etc.

Estimated Delivery Date

After 48 hours has passed from an estimated delivery date given from the carrier, and no delivery or update has been made, Swipe will consider the order to be "lost" and assist with next steps. 

Invalid address or delivery barriers

• Sometimes carriers cannot deliver the customer’s package due to an invalid address or other unexpected delivery barriers. At this point, the carrier might return the package to the sender/retailer. The customer’s package is not actually lost, thus Swipe does not cover this. In instances where the item is being returned to the sender and is reusable, customers will be referred to the retailer.
• The exception is retailers that ship perishable items (e.g. food, a mattress that cannot be reused).

Only part of the order delivered

• If the customer ordered several items in one package but only part of the order arrived and there is no evidence of tampering, Swipe does not cover the order issue. The customer will be referred to the retailer.
• If a single order is being shipped in multiple packages and one package does not arrive, Swipe will cover the order issue and reorder or refund the value of the undelivered package.
• If the retailer forgets to ship an item from the customer’s order, the customer needs to reach out to the retailer to have the missing items fulfilled.

Packages labeled "return to sender"

• Swipe does not cover packages labeledreturn to sender because the order has been sent back to the retailer. Items are returned to sender when a customer provides an invalid or undeliverable address or refuses a delivery.
• At our discretion, we may cover the order issue if the returned item is perishable or if the retailer is unable to reuse it.*
• Swipe covers the customer's order if the the package gets lost in-transit back to the sender, if the package was returned to sender due to a carrier error.*

*Please note: Swipe Package Protection timeframes for filing apply.

Order stuck in customs

• Swipe cannot cover when a customer’s order is stuck in international borders/customs.
• The customer’s next step is to pay the customs fees in order to receive the package.
• If Swipe replaces something the customer has already paid customs on, under Swipe’s discretion, Swipe can approve and pay customs the second time.

Order marked as unfulfilled or unshipped

• If the customer’s order is marked as unfulfilled or unshipped, the order hasn’t been fulfilled yet by the retailer (retailer could be low on inventory of the items, internal delays with the fulfillment center, etc.).
• Swipe does not control how quickly the retailer ships the customer’s order. Swipe Package Protection is not yet in action because the order has not shipped.

Order issue filed too soon

• If the customer is filing an order issue the same day that the package was marked as delivered, at our discretion Swipe may ask you to wait 5 days. Carriers (FedEx, USPS, UPS, DHL, etc.) sometimes prematurely mark the package as delivered when it’s still in transit.

Delivered but Missing Package

• Order issues for packages marked "delivered" yet not received are considered stolen, and must be filed 5 days after “delivery date” but no longer than 30 days to ensure it was not mis-delivered or easily found around the premises.

Filing an Online Notarized Incident Statement

• At our discretion, Swipe may require an online notarized statement when the customer’s package is marked as delivered. If requested, the customer will be given clear steps to complete this requirement via the claims filing process. 

Delivered to the wrong address

• If the customer input the correct address at checkout and the package was delivered to the wrong address, Swipe considers this as stolen and we will replace the order on behalf of the customer.

Damaged Item Arrived

• Order Issues for damaged orders must be filed within 30 days of the delivery date. 

Broken items

• If the customer received a broken item and needs to dispose of it (i.e. shattered glass), the customer needs to check their city ordinances and dispose of it properly.
• The customer does not need to ship it back to the retailer (unless the retailer indicates otherwise).

Damaged items

• A damaged item is considered to be a broken product that is unusable.
• Swipe requires further evidence of the customer’s damaged item (i.e. more photos, videos, etc.).

Subscription items

• For existing subscriptions where your customers have purchased Swipe Package Protection, if any of your customer's items in the subscription were lost, stolen, or damaged in transit and can be purchased individually, Swipe will reorder them. If the items cannot be purchased, then Swipe will refund the items.
• Swipe cannot reorder and create an entirely new subscription because Swipe would be paying for the customer's monthly subscription.

Customized items

• Swipe cannot reorder customized items for the customer because of the additional liability of ordering the customer’s custom item incorrectly. Swipe can offer a refund instead.

Out of stock

• Swipe does not have visibility to the retailer’s inventory, or details into when they will have the customer’s item back in stock.
• Swipe can offer the customer a refund for the item that is out of stock. The customer can always use that refund to order the item when it’s back in stock.

Input wrong address

• If the customer entered the wrong address at the time of order, Swipe does not cover this.
• The customer needs to reach out to the retailer to remedy the incorrect address.

Quality control

• If the customer is unsatisfied with their product, Swipe is not a product replacement plan and the order issue cannot be approved.
• The customer needs to reach out to the retailer. This request may be covered under the retailer’s return policy.

Too late to file

• Swipe can action an order issue that is filed within the bounds of our domestic/international timeline policy. If an order issue is filed outside of this timeline, Swipe will deny the order issue according to these policies:
• Order issues for packages marked "delivered" yet not received and where there is no evidence of “porch piracy” must be made 5 days after “delivery date” but no longer than 30 days to ensure it was not misdelivered or easily found around the premises."
• Order issues for packages presumed to be lost by the carrier (where the status is not "delivered") must be filed no sooner than 7 days after the scheduled delivery date for United States domestic shipments (20 days for international shipments, including Canada unless a Canadian merchant is shipping within Canada in which case the 7 day domestic shipment timeline applies) and within 30 days from the last checkpoint.

Expedited shipping hasn't arrived 

• If the customer’s package is delayed for whatever reason, Swipe will not cover it.
• Carriers update their website with expected delays due to inclement weather or other barriers to expected delivery.
• If the customer paid for expedited shipping but the package arrives outside of the expected window, Swipe will not cover it.

Payment installment companies

• For payment installments (Sezzle, Afterpay, etc.), it is the customer’s responsibility to pay the payment installment company directly.
• Once Swipe refunds the customer for their order, the customer must pay their installments to the payment installment company directly.

No tracking information

• Swipe reserves the right to deny order issues where no tracking number/information is available. In these instances, Swipe will reach out to the retailer to see if one can be provided.

Package in Pre-Shipment

• Swipe reserves the right to deny order issues where package tracking is marked as "pre-shipment".

Non-sanctioned shipping address

• Swipe is based in the United States of America. Due to shipping policies in the US, Swipe will not cover issues shipped to countries that are not sanctioned by the US. List available here

Closed order issues

• If a customer does not respond within 5 days, Swipe will automatically close the order issues. Customers can open the order issues back up by responding to the original thread.

Didn't want Swipe

• If the customer’s package has not shipped, Swipe can refund the Swipe premium.
• If the item has shipped, Swipe is already protecting the package and cannot refund the customer.

Checkout requires ID verification

• Swipe doesn’t upload our employee’s proof of ID to replace the customer’s order.
• If the customer ordered from a store that requires the extra ID verification step, Swipe can offer the customer a refund instead to protect each party’s identity.