Claims for packages that are presumed lost by the courier, with a status other than “delivered,” must be submitted no earlier than 10 days after the last tracking updated and no later than 30 days from the last checkpoint for domestic and international shipments. 

For packages marked as “delivered” by the courier, claims must be submitted within 5 days from the recorded delivery date and time.

Incorrect address

If the customer provides the correct address at checkout but the package is delivered to an incorrect address, it will be considered lost, and we will replace the order if taz + tez Shipping Protection has been selected. Since this issue is caused by courier error, the customer will need to file a claim directly with the courier.

However, if the customer enters an incorrect address during checkout, taz + tez Shipping Protection will not cover the order.

In some cases, couriers are unable to deliver a package due to an invalid or undeliverable address provided by the customer or if the customer refuses delivery. Typically, the courier will return the package to taz + tez. Since the package is not actually lost, taz + tez Shipping Protection does not apply. If the package is not picked up from the courier's designated location and is returned to taz + tez, any reshipping costs will be the customer’s responsibility.

However, if the package is lost in transit while being returned to taz + tez, Shipping Protection will cover the order, subject to the applicable claim reporting timeframes.