Big Jeff Shipping Warranty

  • All fees paid for the Shipping Warranty are nonrefundable and non-transferable.
  • If you file a chargeback with your payment provider or bank, you will not be eligible for a refund under the Shipping Warranty. 
  • This is not an insurance product and there is no offer of insurance directly to you when using this warranty. The election of the Shipping Warranty service is entirely optional to you at the time of purchase. 
  • Big Jeff Online reserves the right to change the pricing and information of this service at any time. You are responsible for all taxes applicable to the delivery of your order, including sales tax, value added tax, custom duties, and excise duties.
  • This offer holds no cash value.  Qualifying orders are eligible for replacement only.  
  • In the event you receive your original package after filing a claim, please contact us and we can provide a return shipping label to return the additional item.
  • We understand the frustration and disappointment it feels when you see on your tracking and go to look for the order it is not there. What we recommend doing is checking with your neighbors to see if maybe the package(s) have been dropped off at their step. Sometimes the carriers also pre scan a shipment as delivered when it may be delivered 3-5 business days after. Please keep this in mind as well prior to contacting us. We also recommend checking any accessible cameras to see what may have occurred. If you have done this and still do not have the order, we recommend contacting the police for it is now considered “stolen” and to file a police report. We take porch piracy very seriously and do not wish this upon any of our customers.
  • We do need a photo of the police report so that we can make a claim with the carrier. The carrier has a special task force that designates their time solely for stolen goods and they may contact you to gather further information regarding the package(s) for the claim.
  • We must receive all of the above information and photos upon filing the claim or else the claim will be denied

 

  • Once the photo of the police report has been submitted and a claim has been made it can take upwards to 10 business days after to come up with a resolution for, we must work alongside with the carrier regarding the order. Please be patient with us as we try to help you to the best that we can for we want to rectify this for you as well.

 

We fully understand that our current political climate and the presence of COVID-19 can make this process stressful, so we encourage you to call your local police station to make the report. Police reports can be made over the phone, in-person, and, in some cases, online depending on the location of where you live. Below is the step-by-step guide on how to file a police report

  1. Research your local police station (a quick Google search usually does the trick!)
  2. Call the station's main non-emergency phone number
  3. Let the station know you need to file a report on a stolen package for the company protecting your package
  4. Ask if you can do it online, over the phone, or need to go in person. Every precinct is different!
  5. File the report. Common details required include:
    • Name of Retailer
    • Date of Order
    • Date of Delivery
    • Name of Carrier
    • Where the Package was Left
    • Package Value
  6. Be sure to include the reference/case number in your issue when filing.

Upon request, Big Jeff can require additional documentation (e.g., proof of identity, address, etc.).

Note: Depending upon the jurisdiction, a false police report may be charged as a misdemeanor or a felony

**Order issues for packages marked "delivered" yet not received are considered by Big Jeff as stolen and must be filed no later than 10 days after “delivery date” to ensure it was not misdelivered or easily found around the premises.

  • Big Jeff requires evidence of the police report for every stolen package claim
  • If the customer placed the wrong address at the time of the order, Big Jeff does not consider it stolen for we ship to the address that was given.
  • Addresses cannot be changed once the order has been placed for the warranty must be the same as what is on the order.
  • If a claim is filed outside or prior to the warranty time frame the claim will be denied.
  • Order issues for packages presumed to be lost by the carrier (where the status is not "delivered") must be filed no sooner than 14 days of the last scan and no later than 20 days after the scheduled delivery date for United States domestic shipments and 30 days from the last scan for international shipments and no later than 40 days. The 30 days also includes Alaska, Hawaii, and US territories outside the continental 48 states.

Expedited shipping hasn't arrived 

  • If the customer’s package is delayed for whatever reason, Big Jeff will not cover it.
  • Carriers update their website with expected delays due to inclement weather or other barriers to expected delivery.
  • If the customer paid for expedited shipping but the package arrives outside of the expected window, Big Jeff will not cover it.

Damaged Items Policies

Broken items

  • We will need photos of the condition of the product, photos of the interior and exterior condition of the shipping box or packaging that the product came in as well as photos of the packing slip with the signatures on it.
  • We must receive all the above information and photos upon filing the claim or else the claim will be denied

Damaged items

  • A damaged item is considered a broken product that is unusable, clearly fractured, shattered, bent (if not bendable), crushed, etc.
  • We will need photos of the condition of the product, photos of the interior and exterior condition of the shipping box or packaging that the product came in as well as photos of the packing slip with the signatures on it.
  • We must receive all the above information and photos upon filing the claim or else the claim will be denied
  • Big Jeff will cover the order issue and reorder the damaged item if it is in stock, if the product is no longer in stock an in-store credit of the value of the undelivered package will be issued to you

 

Lost Items Policies

Packages presumed to be lost

  • Order issues for packages that were damaged upon delivery must be filed no sooner than 5 days and no later than 10 days after the scheduled delivery date for United States domestic shipments and 5 days for international shipments and no later than 10 days. The 5 days also includes Alaska, Hawaii, and US territories outside the continental 48 states.
  • If an order has signed confirmation the warranty claim for items lost will be denied
  • Big Jeff will cover the order issue and reorder the lost item if it is in stock, if the product is no longer in stock an in-store credit of the value of the undelivered package will be issued to you

 

Invalid address or delivery barriers

  • Sometimes carriers cannot deliver the customer’s package due to an invalid address or other unexpected delivery barriers. At this point, the carrier might return the package to the us. The customer’s package is not actually lost; thus, the shipping warranty does not cover this. 

Only part of the order delivered

  • If a single order is being shipped in multiple packages and one package does not arrive, Big Jeff will cover the order issue and reorder or if the product is no longer in stock an in-store credit of the value of the undelivered package will be issued to you.
  • We will need photos of the interior and exterior condition of the shipping box or packaging that the product came in as well as photos of the packing slip with the signatures on it. We will also need photos of the products that you did receive as well.
  • We must receive all the above information and photos upon filing the claim or else the claim will be denied

 

Packages labeled "return to sender"

  • Big Jeff does not cover packages labeled return to sender because the order has been sent back to the retailer. Items are returned to sender when a customer provides an invalid or undeliverable address or refuses a delivery. 

Order stuck in customs

  • Big Jeff cannot cover when a customer’s order is stuck in international borders/customs.
  • The customer’s next step is to pay the customs fees to receive the package.

Order marked as unfulfilled or unshipped

  • If the customer’s order is marked as unfulfilled, shipping label created, or unshipped, the order hasn’t been fulfilled yet by us (we could be low on inventory of the items, internal delays with the fulfillment center, etc.).
  • The shipping warranty is not yet in action because the order has not shipped.

Order issue filed too soon

  • If the customer is filing an order issue the same day that the package was marked as delivered, at our discretion Big Jeff may ask you to wait 10 business days. Carriers (FedEx, USPS, UPS, DHL, etc.) sometimes prematurely mark the package as delivered when it’s still in transit.

How to submit a case.

Right after you place an order with the shipping warranty from Guardia One, you will receive an email from them with a link to submit a case for stolen, lost or damaged shipments. Whenever you need to submit a case, you can simply click on that link in the email after which they will be taken to the case submission form on their website. Alternately you can also click on the “Submit a Case” button on their website https://guardia1.com to locate their order and submit a case. You will need the email address associated with the order and the order number as well.

 

Time sensitive:

  • Order issues for packages presumed to be lost by the carrier (where the status is not "delivered") must be filed no sooner than 14 days of the last scan and no later than 20 days after the scheduled delivery date for United States domestic shipments and 30 days from the last scan for international shipments and no later than 40 days. The 30 days also includes Alaska, Hawaii, and US territories outside the continental 48 states.
  • Order issues for packages that were damaged upon delivery must be filed no sooner than 5 days and no later than 10 days after the scheduled delivery date for United States domestic shipments and 5 days for international shipments and no later than 10 days. The 5 days also includes Alaska, Hawaii, and US territories outside the continental 48 states
  • Order issues for packages marked "delivered" yet not received are considered by Big Jeff as stolen and must be filed no later than 10 days after “delivery date” to ensure it was not misdelivered or easily found around the premises.
  • Once a claim has been made it can take up to 10 business days for a resolution to come to pass