Littl Swim's Shipping Protection provides insurance for parcels that are stolen, lost, or damaged during shipping. In the unfortunate case that this occurs, Shipping Protection will ensure that you receive a replacement order, or a refund, if eligible.
Please review the policies below to understand what stolen, lost, and damaged items Shipping Protection will cover.
NOTE: When replacing an item or parcel, Shipping Protection covers the subtotal of the order (excluding donations, & priority shipping). Shipping costs, taxes, and the Shipping Protection fee are not included.
LOST ITEMS
Order disputes for parcels lost by a shipping company must be claimed via email, a minimum of 7 days after the last tracking update was received, and before a maximum of 15 days. If the customer reaches out after 15 days, it may be too late for Littl Swim to take action to retrieve the parcel, therefore, any lost parcel disputes claimed after 15 days will not be covered by Shipping Protection.
Half of an order missing
If an order is being shipped in multiple parcels and one of those parcels goes missing, Shipping Protection will provide a replacement for the items missing. The customer must lodge their claim, a minimum of 7 days after the last tracking update received.
Customs fees
If a parcel goes missing after the customs fees are paid by the customer, a replacement order may be shipped if the case is approved by Littl Swim, but the customs fee will not be refunded. The customer is in charge of paying all custom fees when ordering from overseas, and may therefore have to pay customs fees a second time, to receive their replacement delivery.
Order marked as "delivered' too soon
If the customer files a delivery dispute on the same day that it was marked "delivered", Littl Swim will wait 5 business days to ensure the parcel does not turn up. Sometime, shipping companies can accidentally mark a parcel as being delivered, when it is still in transit.
Note: if the items that need to replaced are out of stock, a store credit or refund will be provided to the customer.
STOLEN ITEMS
If the customer's parcel is marked as "delivered" but seems to have been stolen, Littl Swim will require a photocopy of a police report before they can replace the parcel. The customer will need to go to the police station to get one. Please note that depending on the jurisdiction, a false police report may be charged as a misdemeanour or felony.
Order disputes for stolen items must be sent to us a minimum of 5 days after the delivery day - this is because sometime, shipping companies can accidentally mark a parcel as being "delivered" when it is still in transit, so this will allow time for the parcel to potentially turn up.
Wrong address delivery
If the parcel is delivered to the wrong address despite the address being input correctly, the parcel is considered stolen. Littl Swim will replace the order.
DAMAGED ITEMS
Photos will need to be provided to Littl Swim showing the damage, and a replacement will be sent, if approved by Littl Swim.
Note: if the items that need to replaced are out of stock, a store credit or refund will be provided to the customer.
EXCHANGES
If the customer has a change of mind, or is unhappy with their product, Littl Swim is happy to provide a store credit once the items are returned to Littl Swim, in perfect, unworn condition (with tags).
SHIPPING PROTECTION CANNOT BE CLAIMED IF:
Dispute is claimed too early, or too late:
Lost parcel claims must be lodged a minimum of 7 days after the last tracking update was received, and before a maximum of 15 days. If the customer reaches out after 15 days, it may be too late for Littl Swim to take action to retrieve the parcel, therefore, any lost parcel disputes claimed after 15 days will not be covered by Shipping Protection.
Order is "unfulfilled":
If the customer's order is "unfulfilled", the order hasn’t been shipped yet. Shipping Protection is not eligible until after the parcel leaves Littl Swim's warehouse.
Incorrect/invalid address was provided by customer:
If a parcel cannot be delivered due to an incorrect or invalid address, the parcel will be sent back to Littl Swim. Shipping Protection does not cover this, and the customer will need to pay the new shipping fees to get their parcel sent back to them.
Parcel is labelled "Return to Sender":
Shipping Protection does not cover parcels labelled "Return to Sender", as this was most likely due to an incorrect address, undeliverable address, or the customer simply did not pick up their parcel in time from the post office. Please also note that parcels lost in transit on their way back to Littl Swim will not be covered by Shipping Protection.
Order is stuck in customs:
Shipping protection does not cover a customer's order that is stuck in international borders/customs. If this has happened, the customer must contact customs to do the necessary to pick up their parcel.
There are shipping delays:
Shipping Protection does not cover shipping delays caused by the weather, or other unpredictable events around the world. The customer must be patient for their parcel to arrive.
There are express shipping delays:
If a customer has purchased express shipping, and the parcel takes a little longer than expected to get to the customer, Shipping Protection will not cover it. The customer must be patient for their parcel to arrive.