Shipping Protection Policy

When you add Shipping Protection at checkout, your order is fully covered for unexpected delivery issues. If your package is damaged, lost, misdelivered, or stolen during transit, we will send you a free replacement order (replacements only; refunds are not applicable), subject to the terms and conditions outlined below.

  1. Damaged in Transit

Covers packages where the outer packaging is damaged upon arrival, or the contents inside are broken or functionally impaired.
  • Eligibility:
    • Claim submitted within 7 days of the tracking status showing "Delivered".
    • Provide clear photos of:
      • The shipping label on the original package.
      • The damaged outer packaging/box.
      • The damaged item(s) highlighting the functional flaw.
  • Exclusions:
    • Natural aesthetic variations inherent to handmade craftsmanship (e.g., natural wood grains, ceramic textures, minor glaze/color variations).
    • Requests submitted after the 7-day window.

  1. Lost in Transit

Covers packages that stop tracking or are declared lost while in the carrier’s possession.
  • Eligibility:
    • The carrier officially confirms the package is lost in transit; OR
    • Tracking updates have stalled with no movement for at least 21 consecutive days from the last scan.
  • Exclusions:
    • Delays or holds by Customs due to missing recipient documentation, personal import permits, or unpaid import duties/taxes.

  1. Misdelivery (Carrier Error)

Covers cases where the carrier delivers your shipment to an incorrect address or coordinates due to carrier negligence.
  • Eligibility:
    • The original shipping address provided at checkout was 100% accurate and complete.
    • Carrier tracking records, GPS drop-off coordinates, or postal service confirmation indicate delivery was made to a completely different location or ZIP code than what is on the order invoice.
  • Exclusions:
    • Any delivery failure caused by inaccurate, incomplete, or typo-ridden address details entered by the customer (e.g., incorrect street name/number, missing Apt/Suite/Unit, wrong postal code).

  1. Package Theft / Stolen After Delivery ("Porch Piracy")

Covers packages marked as "Delivered" (doorstep, porch, mailbox, etc.) that you have not received.
  • Eligibility Window (5 to 15 Days):
    • Claims may only be filed after 5 business days from the tracking status showing "Delivered". (Carriers occasionally scan packages delivered prematurely while the shipment is still in final transit or with local couriers).
    • Filing Deadline: Claims must be submitted within 15 calendar days of the "Delivered" scan date.
    • Confirmation that you have checked surrounding areas (porch, garage, bushes), checked with household members/neighbors, and confirmed the delivery status with your local carrier.
  • Exclusions:
    • Claims filed before day 5 or after day 15 from the "Delivered" timestamp.
    • Delivery addresses designated as shared, public, or commercial spaces with front-desk, mailroom, or reception sign-offs.

  1. Tampered or Partially Missing Items

Covers packages that arrive visibly tampered with, sliced open, resealed with carrier tape, or missing items.
  • Eligibility:
    • Submit a report along with photos within 48 hours of delivery.
    • Clear photos showing:
      • The condition of the box (cuts, tears, unusual carrier reseal tape).
      • All items received and the shipping label.

How to File a Claim

To request a replacement order, please follow the steps below:
  1. Submit Your Request: Contact our support team at info@heartcrafted.vn with your order number and all required supporting evidence (clear photos, tracking screenshots, or carrier notices as listed above).
  2. Review & Verification: Our team will carefully evaluate the details and evidence provided to ensure your claim meets all applicable eligibility criteria.
  3. Replacement Dispatch: Once your claim is fully verified and approved, a complimentary replacement order will be processed and dispatched within 1–3 business days.
Note: Replacement shipments are strictly subject to review and will only be issued once all submitted evidence meets the verification requirements outlined in this policy. Incomplete submissions may delay the review process or result in claim denial.

Delivery Refusal, Failed Attempts & Unclaimed Packages

Important: Delivery Refusals & Unclaimed Packages (Not Covered)

Shipping Protection is designed strictly to protect against in-transit damage, carrier misplacement, carrier misdelivery, and post-delivery theft. It does not cover issues resulting from recipient action or inaction:

  • Package Refusals: Orders rejected or refused by the recipient upon delivery are strictly ineligible for replacement.

  • Unclaimed / Missed Pickups: Packages returned to sender (RTS) or abandoned due to failed delivery attempts, absence of the recipient, or failure to collect the package from a local carrier access point/post office after notification are not covered.