Shipping Protection Policy
Icon Clothing Shop Purchase Protection Policy
Do you have a lost, stolen, or damaged package?
If you purchased Icon Clothing Shop Purchase Protection, you may use the link below to file a claim. It may take up to 48 hours to review your claim and provide an update.
Packages Presumed to be Lost:
Order issues for packages presumed to be lost by the carrier (where the status is not "delivered") must be filed no sooner than 5 days after the last tracking update for United States domestic shipments (15 days for international shipments, including Canada, unless a Canadian merchant is shipping within Canada, in which case the 5-day domestic shipment timeline applies) and within 30 days from the last checkpoint.
If photo evidence is provided by the carrier of the parcel shipped to the address, your claim will be denied and marked as delivered.
Invalid Address or Delivery Barriers:
Sometimes carriers cannot deliver the customer’s package due to an invalid address or other unexpected delivery barriers. At this point, the carrier might return the package to the sender/retailer. The customer’s package is not actually lost; thus, Icon Clothing Shop does not cover this. In instances where the item is being returned to the sender and is reusable, customers will be referred to Icon Clothing Shop.
Only Part of the Order Delivered:
If a single order is being shipped in multiple packages and one package does not arrive, Icon Clothing Shop Insurance will cover the order issue and reorder the product of the undelivered package.
If Icon Clothing Shop forgets to ship an item from the customer’s order, the customer needs to reach out to Icon Clothing Shop to have the missing items fulfilled.
Packages Labeled "Return to Sender":
Icon Clothing Shop insurance covers the customer’s order if the package gets lost in-transit back to the sender.
Order Marked as Unfulfilled or Unshipped:
If the customer’s order is marked as unfulfilled or unshipped, the order hasn’t been fulfilled yet by us (We could be low on inventory of the items, internal delays with the fulfillment center, etc.).
Icon Clothing Shop Insurance Package Protection is not yet in action because the order has not shipped.
Order Issue Filed Too Soon:
If the customer is filing an order issue the same day that the package was marked as delivered, at our discretion Icon Clothing Shop Insurance may ask you to wait 5 business days. Carriers (FedEx, USPS, UPS, DHL, etc.) sometimes prematurely mark the package as delivered when it’s still in transit.
Delivered but Missing Package:
Order issues for packages marked "delivered" yet not received are considered stolen and must be filed 3 days after the “delivery date” but no longer than 7 days to ensure it was not misdelivered or easily found around the premises.
Filing a Police Report:
At our discretion, Icon Clothing Shop Insurance may require a police report when the customer’s package is marked as delivered. If requested, the customer will file the police report and include an explanation that Icon Clothing Shop is a package protection company, and we have protected the customer’s package that has been stolen. To process the order issue with Icon Clothing Shop, Icon Clothing Shop Insurance is requiring a police report.
Send Icon Clothing Shop the police report PDF & number in the order issue.
Upon request, Icon Clothing Shop Insurance may require additional documentation such as proof of identity, a notarized statement, address, etc.
Note: Depending upon the jurisdiction, a false police report may be charged as a misdemeanor or a felony.
Damaged Items:
A damaged item is considered to be a broken product that is unusable, clearly fractured, shattered, bent (if not bendable), crushed, etc. Icon Clothing Shop insurance does not cover cosmetic damage (scratches, dents, etc.), manufacturing damages, packaging errors, or unsealed items. Icon Clothing Shop Insurance requires further evidence of the customer’s damaged item (i.e., more photos, videos, etc.).
Out of Stock:
Icon Clothing Shop Insurance can offer the customer a replacement for the item that is out of stock.
Input Wrong Address:
If the customer entered the wrong address at the time of order, Icon Clothing Shop insurance protection does not cover this. Shipping Courier Delivers to Address Inputted by Customer. If you have submitted an incorrect address, we are not responsible for this mistake.
Quality Control:
If the customer is unsatisfied with their product, Icon Clothing Shop insurance protection is not a product replacement plan, and the order issue cannot be approved. The customer needs to reach out to the Icon Clothing Shop customer Chat on our Website.
Expedited Shipping Hasn't Arrived:
If the customer’s package is delayed for whatever reason, Icon Clothing Shop protection will not cover it. Carriers update their website with expected delays due to inclement weather or other barriers to expected delivery. If the customer paid for expedited shipping but the package arrives outside of the expected window, Icon Clothing Shop protection will not cover it.
Package Protection Policy:
If the customer’s package is covered by The Package Protection and has made a claim that was approved, the customer will only be able to get a replacement of the same style and size of the order they placed. If a customer's replacement protection approved package has been sent to the customer. It can only be returned for a different size. It cannot be returned for a refund or a different color, style, jean, tee, jacket, etc. unless under authorization from the claim support team.
Package Protection does not offer refunds on any product; it is strictly a replacement plan only.
Make a Claim:
If you do not add shipping protection, We are not liable for lost, damaged, or stolen items.