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What is Parcel Protect?

We’ve partnered with Parcel Protect to protect your goods whilst being delivered to you.

Backed by Australia’s largest transport and logistics specialist, Parcel Protect lets you feel safe in the knowledge that if something goes wrong, we’ve got you covered!

We’ve got your purchased goods covered for accidental damage, loss or theft – whether it’s carried by road, rail, boat or air. Your purchase is protected for full replacement cost, including shipping costs.

What happens if my order is damaged, lost or stolen during delivery?

Visit our Contact Us page & select the Damaged, Lost or Stolen During Delivery option for best results. Have your order number & the email used to purchase your order ready.

Who can make a claim?

The claim must be made by the person who has purchased the order. If any refunds are applicable, payment will be made to purchaser.

What will I need to provide to lodge a claim?

• Order number
• Your email used to purchase your order
• Photos of the damaged good(s). Please take photos of: the whole item including all sides, close ups of the damage, external packaging / box, the shipping labels.

In the event of lost / stolen:
• Tracking emails, a copy of police report, any security footage (if available)
• Any other relevant supporting documents/emails

How will my claim be resolved?

Where a claim for damaged, lost or stolen has been accepted, we will settle by the following way(s):
• Resupply you with a new item (where stock is available); or
• If good(s) is out of stock we will refund you the order.

How long will my claim take?

We encourage you to lodge your claim with us as soon as possible and we endeavour to investigate all claims efficiently and effectively. Because circumstances vary, it may take some time to reach a resolution, but we will keep you informed regarding the progress of your claim.