I.Overview

This Package Protection Policy applies to all customers who opt for the Package Protection Service when placing orders on https://supcase.com/ (hereinafter referred to as "SUPCASE").

By selecting the Package Protection Service (hereinafter referred to as "This Service") at checkout, you agree to the terms and conditions outlined below.

The "Domestic" in this policy refers to "the United States".

II. Cost of Package Protection

This Service is available for purchase at the cart and checkout pages. The cost is 2.5% of total cart value, with a minimum of $1.58; subsequent prices will vary based on the total cart value, and the relevant charges will be displayed on the cart and checkout pages before payment. This is a proprietary service provided by SUPCASE, designed to offset costs related to lost (including stolen) or damaged packages and enhance your shopping experience.

When you purchase this Service, you are covered for the full value of your order (including shipping fees and the Package Protection Purchase Charge) if your package is lost (including stolen) or damaged, subject to the terms and conditions of this Policy.

III. Eligibility & Coverage

2.1 Eligibility: To qualify for the Package Protection Service, you must:

• (a) select SUPCASE's Package Protection Service option at the cart or checkout page;
• (b) provide accurate and complete shipping information (name, address, contact details);
• (c) pay for both your order and the protection service charge (2.5% of the total cart value, with a minimum of $1.58);
• (d) submit a claim within the required timeframe (see Section 3.1).

2.2 Coverage Scope: The Package Protection Service covers the following scenarios:

• (a) Loss (including theft): Packages confirmed lost by the carrier (no tracking updates for over 7 business days for domestic orders, over 14 business days for international orders), and packages stolen after delivery.
• (b) Damage: Packages delivered with items that are physically damaged (rendered unusable or significantly impaired).
• (c) Delay: Domestic orders not delivered within 12 business days after shipment, and international orders not delivered within 20 business days after shipment.

IV. Claim Process

3.1 Claim Submission Timeframe: The Service requires a claim to be submitted within 10 business days, with the starting date of the timeframe varying by the type of package (the estimated delivery date/delivery date is not included):

• (a) For lost packages (including stolen packages): You must submit a claim within 10 business days of the estimated delivery date (the estimated delivery date itself is not included).
• (b) For damaged or delayed packages: You must submit a claim within 10 business days of the delivery date (the delivery date itself is not included).

Claims submitted after this window are generally ineligible, unless you provide valid proof of extenuating circumstances (e.g., medical emergency, out-of-country travel) that prevented timely submission—these will be reviewed on a case-by-case basis.

3.2 Required Documentation: To process your claim efficiently, please submit the following via email to support@supcase.com with the subject line "SUPCASE Package Protection Claim - [Your Order Number]":

(a) Basic Information Requirements:

• (1) Your full name, order number, and contact information (matching the details used for your order).
• (2) A detailed description of the issue (e.g., "package lost", "package stolen after delivery", "item damaged in transit", "delayed delivery"), including the date you noticed the issue and relevant order details (e.g., number of items, product names).

(b) Supporting Evidence for Different Types of Packages:

• (1) Lost packages (including stolen packages): Screenshots of a police report; security footage; a loss confirmation document from the relevant logistics carrier (e.g., USPS, FedEx, etc.); or an official notice from the building management/authorities. You may provide any two of the above documents for verification.
• (2) Damaged packages: Clear, high-resolution photos/videos of the damaged item, original packaging (including shipping labels), and the extent of damage. You may provide all above this four documents for verification. All media must be unedited and show the item as delivered.
• (3) Delayed delivery: Provide screenshots of your order placement date and the actual delivery date.

• (4) A copy of your order confirmation email (optional, but recommended to speed up processing).

3.3 Claim Review & Processing: We will review your claim and all documentation within 5-10 business days (excluding weekends and holidays). We may contact you for additional information or evidence, you should respond within 7 business days to avoid claim denial. We may also verify details with the carrier to ensure compliance with this policy.

After review, we will notify you of our decision via email (to the address linked to your order). Approved claims will be resolved within 3-5 business days (see Section 4 for options).

If your claim is denied, we will provide a detailed explanation (e.g., "claim submitted late," "insufficient evidence," "issue not covered"). You may appeal by submitting additional evidence within 5 business days of the denial, and we will conduct a secondary review.

Each claim is entitled to only one opportunity to submit additional evidence for appeal. If the secondary review results in denial, it means the materials or circumstances you provided still do not meet the claim criteria of this Service, and a detailed explanation will be attached in the final response email.

V. Resolution Options for Approved Claims

For approved claims, you may choose one of the following compensation options:

• (a) Full Refund: Refund of the full order value (exclusive of the Package Protection Payment Charge) to your original payment method. Refunds typically complete within 3-7 business days, depending on your payment provider.
• (b) Replacement: Free shipping the replacement for damaged or lost (including stolen) items to your original address (no additional fees). Processing and dispatch typically complete within 3–5 business days upon approval.
• (c) Delayed Delivery: A flat compensation of $5 per order, issued as a refund to your original payment method. Processing typically completes within 3–7 business days upon approval.

Once selected, your resolution option cannot be changed. Replacement items are covered by SUPCASE's Standard Warranty but not additional Package Protection Service.

VI. Frequently Asked Questions (FAQs)

Q1: How is the package protection premium calculated?

A: The cost is 2.5% of total cart value, with a minimum of $1.58; subsequent prices will vary based on the total cart value, and the relevant charges will be displayed on the cart and checkout pages before payment.

Q2: Can I get a refund of the premium if I cancel my order?

A: This Service takes effect immediately upon order shipment. The premium is refundable only if you cancel your order before shipment.

Q3: Is the premium charged per item or per order?

A: Per order, based on your total cart value except shipping fee (not per individual item).

Q4: Is this package protection an insurance product?

A: No. It is a proprietary service offered by SUPCASE to protect against lost, damaged, or stolen packages, not an insurance product.

Q5: Can I purchase the Package Protection Service after placing my order?

A: No. This Service must be purchased at checkout and cannot be added after the order is placed or shipped.

Q6: What if my claim is approved but the product is out of stock?

A: We will issue a full refund to your original payment method.

Note: Package Protection Service is not eligible for any in-store promotional or discount events.