WHAT IS PACKAGE PROTECTION?
Package Protection is a solution that helps cover you in the event that your order gets lost, stolen, or damaged while in transit. We know how frustrating it is to have something happen to your order, so we offer this service to provide added assurance that you’re supported, no matter what. Package Protection can be added during checkout.
You can also track your order and file claims directly through Ecigmafia’s customer support team. Real-time shipping updates will keep you informed throughout the delivery process.
WHERE IS MY ORDER?
Once your order has been fulfilled, a shipping confirmation with a tracking number will be emailed. For assistance with tracking or delivery updates, contact Ecigmafia customer support.
HOW DOES PACKAGE PROTECTION WORK?
If your Package Protection-covered order is lost, damaged, or stolen, our expert support team will help ensure your order is replaced or refunded based on your preference. Claims are reviewed for approval within 1-2 business days after submission.
HOW ARE REFUNDS OR REORDERS PROCESSED?
- Refunds: The subtotal of the order is covered. Shipping costs, taxes, and the protection premium are not included.
- Reorders: Items will be reordered based on availability. Unavailable items will be refunded. Shipping, taxes, and protection costs are covered for reorders.
WHEN SHOULD I FILE A CLAIM?
- Marked as Delivered (Stolen): Claims reviewed no earlier than 5 days and no later than 15 days from delivery. Orders over $100 USD require a police report.
- Stuck in Transit (Lost):
- Domestic: Reviewed after 7 days (up to 30 days from last update).
- Damaged: File within 7 days of delivery. Include photos of packaging and items.
WHAT IF MY ORDER NEVER ARRIVES OR IS STOLEN?
Package Protection covers these instances. To file a claim, contact Ecigmafia customer support.
WHAT IF MY ORDER ARRIVES DAMAGED?
Package Protection covers damage during shipping. Take photos of the item and packaging, then contact Ecigmafia customer support to file a claim. For defects or suspected manufacturing damage, email sales@ecigmafia.com.
HOW DO I FILE A CLAIM?
If you added Package Protection at checkout, contact Ecigmafia customer support with your order number and the email address linked to the order.
TERMS AND CONDITIONS
For full details on coverage and policies, reach out to Ecigmafia customer support.