Shipping Protection
Here's everything you need to know: what's covered, what isn't, and how to get sorted if something goes wrong.
How It Works
Shipping Protection is an optional add-on at checkout. It covers your order from the moment it leaves our warehouse until it's in your hands.
If your claim is approved, we'll reship your order. If the item happens to be out of stock at that point, we'll issue store credit for the full order value so you can choose something else.
Coverage Breakdown
Every scenario, with and without protection.
Lost in transit
No tracking updates for 7+ days. Package never marked as delivered.
With Shipping Protection
Once 7 days have passed since the last tracking update with no movement, get in touch and we'll sort it out.
We'll Reship
Without Shipping Protection
Once it's with the carrier, responsibility sits with them. Please reach out anyway -- we'll look into it, but we can't guarantee a resolution.
Case By Case
Damaged in transit
Arrives broken due to carrier mishandling during shipping.
With Shipping Protection
Send clear photos of the item and its packaging within 7 days of receiving your order. Once we've verified the damage occurred in transit, we'll reship.
We'll Reship
Without Shipping Protection
Send through photos and we'll take a look. No guarantees, but we'll always review it.
Case By Case
Marked delivered / not received
Carrier confirms delivery. Package wasn't received.
With Shipping Protection
This one is covered, but we'll need to look into it. Once a carrier marks an order as delivered, we can't automatically confirm what happened on the other end.
Send us what you have -- a police report, security footage, or any confirmation from the carrier -- and we'll review it personally. The more context you give us, the faster we can move.
Evidence Helps · We'll Always Look Into It
Without Shipping Protection
Once delivery is confirmed, we're not in a position to cover this. If you suspect theft, we'd recommend filing a report with your local carrier and authorities.
Not Covered
Wrong address / returned to sender
Incorrect address entered at checkout. Package returned.
With Shipping Protection
Shipping Protection doesn't apply here. An incorrect address at checkout isn't a shipping issue. Reshipment to the correct address will come at a new shipping cost.
Not Covered
Without Shipping Protection
Same. Please double-check your address carefully before placing your order.
Not Covered
Timeframes
When to get in touch.
Lost in Transit
7 days
from last tracking update with no movement
All Other Claims
7 days
from confirmed delivery date
One rule across the board. If something's wrong, reach out within 7 days and we'll take it from there.
The Process
How to file a claim.
Check your tracking
For lost orders, confirm at least 7 days have passed since the last tracking update. For everything else -- damaged, missing, not received -- reach out within 7 days of the delivery date shown by the carrier.
Get in touch
Email us at support@loxandchain.com with your order number and a description of what happened. Photos are required for damage claims. A police report or security footage is needed for anything theft-related.
We'll review it
Our team will get back to you within 1-2 business days. We may ask for additional documentation depending on the situation -- we'll be straight with you either way.
All sorted
Once approved, we'll reship your order and send a new tracking number your way. If the piece is out of stock, we'll issue store credit for the full order value.
No Protection Added
Without Shipping Protection in place, we're not able to guarantee a resolution once your order has left the warehouse and been handed to the carrier.
Please reach out anyway -- we'll always take the time to look into your situation and do what we can.
By completing a purchase on loxandchain.com, you acknowledge that Lox & Chain's liability for in-transit loss or damage is limited to orders covered by Shipping Protection. For unprotected orders, responsibility transfers to the carrier upon dispatch. For all orders, Lox & Chain's responsibility ends upon confirmed carrier delivery. All claim decisions are at Lox & Chain's sole discretion based on evidence provided. These terms apply in addition to any rights you may have under applicable consumer protection law.
Still Have Questions?
Get in touch at support@loxandchain.com and we'll get back to you within 1-2 business days.