Loti Labs Shipping Protection is an in-house program that covers your order against the three most common shipping problems: loss, theft, and damage.

When you add this protection to your cart at checkout, you can file a claim directly with our support team if your order does not arrive as expected.

Our goal is simple: if your order is lost, stolen, or damaged during transit, we will resolve the issue by replacing your product or providing store credit equivalent to the value of the affected items.

Shipping protection is offered as an optional add-on during the checkout process.

Simply ensure the protection option is selected before completing your purchase.

The coverage applies to all items in that specific order and activates once your shipment begins transit.

Once your order ships, your protection is active and remains in effect until the package arrives at its final destination.

What Qualifies as "Lost"

Standard Lost in Transit

A package is considered lost when it has never been reported as "delivered" by the carrier and tracking activity has stopped for a significant period of time:

• Domestic shipments (within the U.S.): No tracking update for 7 or more days since the last recorded checkpoint.
• International shipments: No tracking update for 20 or more days since the last recorded checkpoint.

Missed Estimated Delivery Window

If 48 hours have passed since the carrier's estimated delivery date and there has been no delivery confirmation or new tracking update, we will treat the package as lost and a claim may be submitted.

Partial Order Delivery (Multi-Package Orders)

If your order was shipped in multiple packages and one or more packages failed to arrive, the undelivered packages are considered lost. Claims must reference the tracking number(s) for the missing package(s).

What Does NOT Qualify as "Lost"

• Undeliverable address: If the carrier could not deliver because the address provided was invalid, inaccessible, or otherwise undeliverable, the package is not considered lost. The carrier will typically return it to us. Please contact our support team to arrange reshipment.
• Customer-refused delivery: If you declined to accept the delivery, the package is not considered lost.
• Pre-shipment status: Packages showing statuses such as "pre-shipment," "label created," or "shipment information received" have not yet entered carrier transit. Claims cannot be filed for orders that have not shipped.
• Customs holds: Packages held or delayed by customs due to incomplete documentation, unpaid fees, or other customs-related issues are not considered lost. Please contact your local customs authority directly.
• Cash on delivery non-payment: If a package is returned because payment was not collected at delivery, the package is not considered lost.

What Qualifies as "Stolen"

Delivered but Not Received (Porch Theft)

If your tracking information shows the package was marked "delivered" but you did not receive it, we consider the package stolen.

Claims for stolen packages must be filed:

• No sooner than 5 days after the delivery date marked by the carrier. This window allows time for the package to potentially be found nearby, delivered to a neighbor by mistake, or corrected by the carrier.
• No later than 30 days after the marked delivery date.

Carrier Delivered to Wrong Address

If you provided the correct shipping address at checkout but the carrier delivered your package to the wrong address, we consider the package stolen.

The same time window applies — no sooner than 5 days and no later than 30 days after the delivery date.

What Does NOT Qualify as "Stolen"

• Intentionally redirected delivery: If you requested the carrier to leave the package at an alternate address, with a neighbor, or at a pickup location, the package is not considered stolen.
• Incorrect address entered at checkout: If the shipping address entered during your order was inaccurate and the carrier delivered to that wrong address, the claim is not eligible under our protection policy.

What Qualifies as "Damaged"

An item is considered damaged when it arrives in a condition that makes it unusable or significantly compromised due to something that occurred during transit.

To file a damage claim, you must:

• Submit clear photos and/or video of the damaged item(s) and the packaging it arrived in. This documentation is required to process your claim.
• File the claim within 30 days of the delivery date.

You generally do not need to return the damaged item to us. Once we have reviewed the documentation and confirmed the damage occurred during shipping, we will move forward with your resolution.

What Does NOT Qualify as "Damaged"

• Manufacturing defects: If the item shows signs of defects or damage that you believe occurred before shipment — and there are no visible signs that the outer packaging was mishandled during transit — this is a manufacturing issue, not a shipping damage claim. Please contact our support team separately.
• Minor cosmetic issues: Small nicks, scratches, or marks on packaging that do not affect the usability of the product inside are not considered damage under this policy.
• Pre-existing condition: Any damage that clearly pre-dates the shipment is not covered.

Steps to File

1. Contact our support team via [email protected] .
2. Provide your order number and tracking number.
3. Let us know the type of issue: Lost, Stolen, or Damaged.
4. For damage claims, attach clear photos and/or video of the damaged item and packaging.
5. For stolen claims, confirm the package was marked as delivered and that you did not receive it.
6. Submit your claim. Our team will review it and respond within 2 business days.

• Carrier delays: Shipments that are delayed but not lost or damaged are not covered. This includes delays on expedited shipping options such as overnight or two-day delivery.
• Invalid shipping address: If the delivery failed because an incorrect or undeliverable address was entered at checkout.
• Refused delivery: If you chose not to accept the package when the carrier attempted delivery.
• Customs-related issues: Packages held, seized, or delayed by customs or government agencies for any reason including unpaid duties, incomplete paperwork, or prohibited items.
• Pre-shipment orders: Orders that have not yet entered carrier transit (status: label created, pre-shipment, shipment information received).
• Manufacturing defects: Product quality issues that existed prior to shipment, not caused by transit.
• Orders without protection: Only orders for which Shipping Protection was purchased at checkout are eligible.
• Willful misrepresentation: Claims found to contain false or fraudulent information will be denied.
• Cash on delivery non-payment: If the package was returned because delivery payment was not collected.