Shipping Protection Policy
This optional Shipping Protection provides customers with coverage for issues that may occur during the shipping process. By adding Shipping Protection to your order at checkout, you agree to the terms outlined below.
1. What Shipping Protection Covers
Shipping Protection covers the following situations:
✔ Lost Packages
A package is considered lost when:
• The tracking has not updated for 10+ business days, or
• The carrier confirms the package is lost.
✔ Stolen Packages (Porch Theft)
A package is considered stolen when:
• Tracking shows “Delivered” but the customer did not receive it, and
• No one else in the household received the package.
A police report may be requested for high-value orders.
✔ Damaged Packages
If products arrive damaged due to carrier mishandling, we will replace the item at no additional cost.
2. What Shipping Protection Does NOT Cover
Shipping Protection does not cover:
❌ Incorrect or incomplete address entered by the customer
❌ Delivery delays caused by carriers, weather, or customs
❌ Damage occurring after the package has been delivered
❌ Items returned without authorization
❌ Packages delivered to parcel lockers or offices not retrieved in time
3. Filing a Claim
To file a claim, the customer must contact us within:
• 7 days for stolen or damaged packages
• 15 days for lost packages
The customer must provide:
• Full name and order number
• Clear description of the issue
• Photos if damaged
4. Resolution
If the claim is approved, Vela Car Mats will:
✔ Reship the order at no cost
or
✔ Issue a store credit of equal value
Shipping Protection is non-refundable once the order is placed.
5. Important Notice
Shipping Protection offered by Vela Car Mats is not an insurance product and is not provided by a licensed insurer.
It is a store-managed protection program that allows customers to receive replacements for issues during transit.
6. Contact
For claims or questions:
📧 support@velacarmats.com
📅 Response time: 24–48 hours