What is Navidium Shipping Protection?
Navidium Shipping Protection is an optional shipping protection service where, in the event of an incident or issue with the delivery of your package (the order is damaged, lost, or stolen during transit) we will file a claim with Navidium on your behalf to begin an investigation into the whereabouts of your package.
If you experience an issue with your order and have purchased Navidum Shipping Protection, please contact us within 7 business days and no later than 20 days of your shipping date and we will file a claim with Navidum on your behalf. Our email address is hello@wildpier.com If you did not purchase the Navidum Shipping Protection and you have not received your package, please contact us to see if we can try to help locate your package, although please note that we cannot guarantee that your package can be found, or replaced.
Please note, orders over $150 USD will require a police report to be filed by the customer before any resolution can occur.
What do I get with Navidium Shipping Protection?
If you place an order with Navidium Shipping Protection, and your order is damaged, lost, or stolen during transit, then we will immediately send you a free replacement of any impacted items.
Impacted items refers to any products on your order that were damaged, lost, or stolen during transit.
Is Navidium Shipping Protection refundable?
No. Once your order has been shipped, your Navidium Shipping Protection has been "used" and is no longer refundable.
Can I can a re-ship if I put in the wrong delivery address?
If you placed an order with the wrong shipping address, and the order has been fulfilled, we are unable to make any changes to the shipping label which could result in a disruption of service delivery. Please ensure your address is correct before placing your order. We cannot be responsible for delayed, non-delivered or lost packages due to incorrect/incomplete address input by the customer.
What happens if my order is damaged, lost, or stolen during transit and I do not have Navidium Shipping Protection?
Our typical claim process is to request the customer to lodge an inquiry with the courier. This duration of the inquiry can take 2-3 weeks (until we have a final response or resolution from the courier).
If you do not have Navidium Shipping Protection, you will need to wait for the courier inquiry to be completed. We will follow the claims policy with your selected courier to either locate your parcel or deem it as lost or damaged. This may take 6-8 weeks and is at the discretion of the courier. If the courier is unable to locate your missing item, we are not responsible to re-ship or to provide a refund for your missing item(s).
Can I get a refund instead of a re-ship?
No. Navidium Shipping Protection entitles you to a re-ship of any impacted products on your order, and not a refund.
When Should I File a Claim?
Claims will be reviewed no earlier than 7 days from the most recent update and no later than 20 days. We are unable to investigate any claims more the 45 days past the date the package was shipped.
What we deem as lost: Shipment states ‘delivered’ but you have not received it. We ask that you allow up to 5 working days for your parcel to be delivered. Sometimes the courier prematurely marks it as delivered and tries a redelivery, it turns up in a secure location at your property or it may be at your neighbors.
For domestic orders, claims will be reviewed no earlier than 7 calendar days and no later than 30 calendar days from the last update. The maximum filing time is 60 days from the order date
For international orders, claims will be reviewed no earlier than 20 calendar days and no later than 30 calendar days from the last update. The maximum filing time is 60 days from the order date.
Damaged: Claims for damaged items require photos of the packaging and item(s) and must be filed no later than 15 calendar days from when it was marked delivered.
How Do I File a Claim for my Lost, Damaged, or Stolen Order?
If you insured your order with Navidium Shipping Protection at checkout pease reach out to us at hello@wildpier.com and we will file a claim with Navidium on your behalf.