Navidium Shipping Protection

In an effort to provide more safety, assurance, and insurance for our customers, we are happy to offer Navidium Shipping Protection. Filing a claim with postal carriers is often unhelpful and time consuming. For just 2.5% of your order value, Navidium Shipping Protection covers you in the event that your package is lost or damaged.

 

What We Deem As Lost

  • Your tracking shows 'in transit', has not been marked delivered, and has not updated for 10 days since the last update.
  • Your package was delivered by the carrier to the wrong address, even though you provided the correct address at the time of order.
  • Shipments that have been determined lost by the carrier 

 

What We Deem as Damaged:

  • Your order is delivered and the item is materially damaged 
  • Some of your order is missing due to the box/package opening during transit

 

What's not covered by Navidium Shipping Protection:

  • Missing packages or packages returned to sender due to the incorrect or insufficient address information provided at checkout when the order is placed.
  • Delays in transit. When our customer service team is aware of delays due to weather or carrier logistics problems, we reserve the right to classify these packages as 'delayed' rather than lost. 
  • Unshipped items due to backorders or pre-sales
  • 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 resaleable condition
  • Packages that have been stolen after delivery. 
  • Packages that have already been replaced or refunded under Navidium Shipping Protection. If a package is replaced and there are further issues, please contact the shipping carrier directly. 


How to Submit Your Claim:

If you have selected the Navidium Shipping Protection, please contact us at support@growace.com within 5 days. A member of our customer service team will assist you within 1-2 business days. 

What to include in your claim email: 

  • Subject line: "Shipping Protection Claim for order <insert order number>". Your order number can be found on your order confirmation email.
  • Description of issue.
  • Photo evidence of damage if applicable.
  • Any other useful information that supports your claim.

We will continue to track your package. Should it appear, we will ask that the package be shipped back to us at our expense.

What happens after your claim has been submitted:

  • We will begin an investigation on the lost or damaged package.
  • After your claim has been submitted, please allow us 7 business days to work on your claim.
  • If the shipping claim is denied, there is nothing further that can be done.
  • Once your claim has been approved, we will send you a replacement.

 

 Terms and Conditions:

  • Navidium Shipping Protection is option, but by opting-out, we will follow the claims policy with shipping carrier to either locate your parcel or deem it as lost. This may take 6-8 weeks and is at the discretion of the courier. The maximum claim amount with the carrier is $100.
  • We reserve the right to deny claims due to insurance fraud, and/or abuse.
  • Shipping protection is non-refundable.
  • If the carrier has a delivery confirmation at the correct address 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.