Optional Shipping Protection Policy

Puphavenco gives customers the choice to add Shipping Protection to an order during checkout for an additional USD $3.99 per order.

Shipping Protection is entirely optional. It is intended to provide added protection for qualifying packages that are lost, damaged, or stolen while they are being transported by the shipping carrier.

Shipping Protection Coverage

Coverage Period

Shipping Protection begins once your package leaves our fulfillment center and enters the shipping process.

Protection remains active while the shipment is in transit. Coverage automatically ends when the carrier confirms successful delivery to the shipping address provided during checkout.

Events That May Qualify

Shipping Protection applies only to eligible incidents that occur before confirmed delivery.

Qualifying situations may include:

• Lost Shipment: A package may be considered lost when the shipping carrier confirms that it cannot be located, or when tracking information has shown no new activity for more than 15 business days.
• Damage During Transit: Coverage may apply when products arrive broken, damaged, or unusable because they were mishandled by the shipping carrier during transportation.
• Theft While in Transit: Coverage may apply when a shipment is intercepted or stolen while still in transit and before reaching the final delivery address.

Events That Are Not Covered

Shipping Protection does not apply in the following situations:

• The shipping address provided by the customer is incorrect, incomplete, or otherwise causes the shipment to be undeliverable.
• Carrier tracking confirms successful delivery, but the customer is unable to locate the package afterward.
• A package is stolen from a porch, doorstep, lobby, mailroom, or another location after confirmed delivery.
• A shipment disappears after it has been delivered and left unattended.
• Delivery is delayed because of customs inspections, customs holds, import processing, or local clearance procedures.

Shipping Protection covers only qualifying incidents that occur before confirmed delivery. It does not cover porch theft or other losses that happen after a shipment has been marked as delivered.

Submitting a Shipping Protection Claim

Customers must contact our support team within 7 days of the scheduled delivery date to request assistance under Shipping Protection.

Please provide the following information when submitting a claim:

• Your order number
• A description of the issue
• Clear photographs of the exterior shipping packaging
• Clear photographs showing the condition of the damaged products and package contents

For suspected loss or theft while the shipment is in transit, customers must also provide either confirmation from the carrier or a formal carrier inquiry case number.

Claims submitted without the required information, or outside the stated timeframe, may not qualify for coverage.

Claim Review and Resolution

Each claim will be reviewed using the available order details, carrier information, tracking history, photographs, and any other supporting evidence submitted by the customer.

If a claim is verified and approved, Puphavenco may provide one of the following remedies at its discretion:

• Replacement: A replacement item will be sent to the customer without an additional product or shipping charge.
• Refund: A full refund will be issued for the purchase price of the qualifying lost or damaged items. The USD $3.99 Shipping Protection fee is excluded from the refund.

Approval of a claim does not guarantee that a specific remedy will be selected. Puphavenco will determine whether a refund or replacement is the appropriate resolution.

Shipping Protection Fee and Customer Selection

Shipping Protection is available for USD $3.99 per order.

The service is optional and is not automatically pre-selected. Customers who wish to add Shipping Protection must manually select the option during checkout.

Once an order has been dispatched, the Shipping Protection fee becomes non-refundable because coverage has already started and the protection service is considered to have been provided.

Limitation of Liability

Our maximum responsibility under Shipping Protection is limited to the actual purchase price paid for the qualifying lost or damaged products.

Shipping Protection does not cover indirect, incidental, special, or consequential losses related to a delayed, damaged, stolen, or missing shipment.

Optional Tipping Policy

Any tipping option shown during checkout is entirely voluntary. Customers are not required to leave a tip in order to complete a purchase.

Choosing not to leave a tip will not affect:

• The price or availability of purchased products
• Order processing or fulfillment
• Customer service
• Shipping speed
• Claim eligibility or claim review
• Eligibility for Shipping Protection

Customers may review, adjust, or remove the selected tip amount before submitting payment.

Tips are separate from the USD $3.99 Shipping Protection fee. A tip does not purchase Shipping Protection, expedited delivery, priority claim approval, or any other additional service.

Once an order has been submitted and payment has been completed, voluntarily provided tips are non-refundable unless a refund is required by applicable law.

Contact Puphavenco

For questions about Shipping Protection, tipping, or an existing claim, please contact our support team:

Call or Text: +1 (472) 230-2451

Email: support@puphavenco.com

Please include your order number when contacting us about an existing purchase or Shipping Protection claim.