Insurance claims specifics.

• All orders shipped are insured IF YOU PAID FOR INSURANCE!!! In some cases, insurance is mandatory and required. In other cases, you can opt out of insurance.
  
• If you did not pay for insurance, or opted out of insurance, and you selected First Class Mail shipping, either First Class Mail Envelope, or First Class Mail Box, and your item arrives damaged, it is YOUR responsibility to replace that item at your own expense. You selected the shipping method and did not pay for insurance, and you agreed that you and only you, would assume full responsibility for it.
• All shipments shipped via Fed-Ex or the USPS Priority Mail or Express Mail, carry $100.00 of insured value. If you selected first class mail envelope or box, and opted out of insurance, and we shipped your order via an insured method instead of what you selected, lucky you! Your shipment is also insured.
• DUE TO COVID-19, we no longer take control of the claims process for damage claims. If you receive an order or item that is damaged, this is what you should do;
  1. Send an email to [email protected] advising us that you have received an order or item that is damaged.
  2. We will reply with a copy of the invoice (Proof of value), packing slip (Proof of shipment), and a copy of our waiver (A release of all rights to compensation through the claims process), attached to the email.
  3. Take pictures of the broken item from multiple angles. DO NOT include pictures of packaging or boxing materials as the carrier can use the condition of the box to deny the claim about the contents being damaged. Apparently they believe an ornament dropped by the carrier in a nice new looking box cannot be broken. They are mistaken.
• For POST OFFICE CLAIMS, you can file a claim in a variety of ways;
  1. By Phone; Call 1-800-ASK-USPS (1-800-275-8777) and follow the prompts to speak with a customer service agent, claims agent, or file a claim through their automated system.
  2. In Person; Print out the invoice and packing slip we have provided, and take the damaged item in the box to your local post office and ask a counter representative to assist you in filing a claim.
  3. Online; go to www.usps.com and under the help tab, follow the directions to log in and file a claim online. You will need to upload the invoice, packing slip and the pictures you take to support the claim.
  4. The USPS will be the entity to provide you with resolution to your claim through the claims process. We no longer accept checks from claims, or accept returns of damaged merchandise.
  5. ALL RETURNS OF DAMAGED MERCHANDISE WILL BE REFUSED. Other retailers may offer open box, or defective item discounts or just re-box the items they receive as returns and pass that damaged item onto the next unsuspecting customer. NOT US.
• For FED-EX CLAIMS, you can file a claim in a variety of ways;
  1. By Phone; Call 1-800-GOFEDEX (1-800-463-3339) and follow the prompts to speak with a customer service agent, claims agent, or file a claim through their automated system.
  2. In Person; Print out the invoice and packing slip we have provided, and take the damaged item in the box to your local Fed-Ex facility and ask a counter representative to assist you in filing a claim.
  3. Online; go to www.fedex.com and follow the directions to log in and file a claim online. You may need to upload the invoice, packing slip and the pictures you take to support the claim.
  4. Fed-Ex will be the entity to provide you with resolution to your claim through the claims process. We no longer accept checks from claims, or accept returns of damaged merchandise.
  5. ALL RETURNS OF DAMAGED MERCHANDISE WILL BE REFUSED. Other retailers may offer open box, or defective item discounts or just re-box the items they receive as returns and pass that damaged item onto the next unsuspecting customer. NOT US.

ADDITIONAL COMPENSATION

• We specifically determine eligibility for additional compensation by accepting and agreeing to the determination made by the carrier, with respect to any claim(s) made for any shipment.
• If the carrier denies a claim for any reason, we will deny any request for additional compensation.
• Should the carrier determine you are owed compensation, and they honor the claim filed, we will do the same with reference to additional compensation.
• Additional compensation is allowed if the purchase price of the item(s) claimed, exceeds the maximum allowable amount for any particular shipment, not due to partial compensation for any other reason.
• Example; If the item damaged was purchased for $119.99, but the carrier will only cover $100, upon receiving proof that the amount paid out by the carrier is only $100, we will provide additional compensation of $19.99.
• Additional compensation does not cover taxes, duties, customs fees, shipping, handling, insurance premiums, collection dues, or any other amount whether related to the item or not. This includes free shipping.

If you have any questions, please feel free to call us and ask for our advice. We will not file the claim for you, but we will help you in other ways, if we can. 1-877-296-8793











Due to questions about our claims process and why we no longer participate in the claims process, we are posting the following reasons why.
1.) A customer of ours recently received a package and contacted us to let us know the package had been damaged in transit.

• She asked for a refund or a replacement.
• We informed her that a replacement was not immediately available. Due to Covid-19 the water park had been shut down the day after her order was shipped, and a replacement cannot be obtained until they reopened.
• The customer then asked for a refund. We informed her that we would have to file an insurance claim with the carrier (Transportation company being Fed-Ex) and they would require pictures to support the claim. If the claim was honored, we would refund her.
• The customer sent us pictures, but failed to let us know that THEY had just filed a claim with Fed-Ex, and they had already asked Fed-Ex for compensation.
• The customer then placed another order for the same item, and requested that we simply "credit her" for the item once the parks re-opened, and not charge her card.
• A month later, the claim we filed with Fed-Ex was DENIED, and the reason was - the customer had already filed a claim, and received a claim check from Fed-Ex.
• A month after that, we received a chargeback from the customer for both orders, the one shipped and received but damaged, AND the one not yet shipped and not even charged!
• We were forced to send copies of all of our policies, tracking, a screenshot of our Fed-Ex account showing why the claim was denied and that the customer had filed a claim... it was a complete mess.
• This is just one example. In this case, the customer received a refund from Fed-Ex, but was looking for an additional refund from her credit card company, AND another product from us, for free.

2.) A customer of ours received an item, but decided they were not going to open it for almost 4 months.

• Upon opening the item, they claimed that the item was damaged, and contacted us for a refund or replacement.
• We have no way of knowing what happens to an item in transit, or after it arrives. We only know what the item looks like before we pack and ship it. That is why insurance only covers a package for a specific amount of time after it is shipped.
• We ask that customers contact us within 24 hours of receiving a package, if the item is damaged. Why? Because you will need a copy of your invoice to show proof of value, in order to file a claim. YES, you can find this information in your account, under order history, But we do not require customers to have an account, in order to place orders on our site, so... we provide this information so customers can file claims.
• Insurance doesn't cover damage after delivery. If you receive an ornament, a coffee mug, a photo album, a statue, whatever it may be, and you;re a bit of a butter fingers and you drop it, and it breaks... if you file a claim, you're breaking the law. You're actually committing insurance fraud, mail fraud, and possibly committing other crimes as well. But if you call us and "claim" that you received an item and it was broken, and then we file the claim, who's committing the fraud? Who's party to the fraud? Who's being used as a tool of fraud? The answer to all of that, would be our business, and with everyone now finding themselves ordering a lot more online, we are removing ourselves from the possibility of being used for fraudulent purposes.

3.) A customer purchased an item and we shipped it out within 24 hours...

• Over a month later, the customer contacted us to tell us that the order was never delivered.
• We checked the tracking and the order said it made it's transit from us, to the customer, in three days, and was delivered to their address.
• The customer insisted that they were home all day (that day - almost a month ago) that they were diligently waiting for the items delivery, and it never came.
• Our questions arise. If the customer was home all day, waiting for the delivery, why didn't they call their post office or post man when the tracking said it was delivered that day? Tracking updates are now done real time from hand scanners that can tell, within 18 inches, where the package was scanned as delivered. If you have an issue like this, contact your post office. They will be able to tell you where they were when they scanned the package as delivered. If it was not YOUR HOME or YOUR MAIL RECEPTACLE, then they must either find your package, retrieve it, or honor a claim for loss or damage due to their negligence. WE will not cover it. We will not file the claim. We will not call your post office. We sell and ship items. We are not responsible for others mistakes.

4.) A customer purchased an item and we shipped it out within 24 hours...

• This time however, a month went by and the package did not show delivery. *POOF* it seemed to disappear somewhere in transit and the tracking showed as much.
• We attempted to file a claim for the customer, only to have our attempt DENIED. WHY you might ask? The reason was eye opening and peculiar.
• Due to Covid-19, many more people are ordering online. The carriers (transporters) are having to hire more people. More NEW people.
• Even though packages are being delivered, some new drivers and delivery personnel, are missing the delivery scan.
• Back in the day, to prevent from forgetting to scan packages as delivered, carriers would scan all their packages as delivered AT THE FACILITY. Then, when they went out on their route, they only had to fix a scan if they couldn't deliver a package.
• As time went on, this caused problems. A customers could claim their package wasn't delivered because the delivery scan was from 9 am, while the carrier was still at the facility... So the carriers put an end to this practice.
• Now, with GPS and geo-location systems more advanced than ever, if a carrier tries to scan a package as delivered, and they are at the wrong address, MOST times the scanner will tell them so. It will BEEEEEEP! at them. Hey! You're making a mistake!
• Also, due to technological advances, SOME times, if the carrier has scanned all their packages before going out on their route (Signifying it is out for delivery), while they are on the route, if they do not scan a package as delivered, the scanner will recognize that and inform the carrier that they missed a scan! We are hoping this will become more advanced, or even automated to prompt the carrier to deliver packages, take a picture of the package at the location from a short distance away, and the image will upload along with the delivery scan.
• Unfortunately, even with all the advances, they have not all been implemented. A number of packages are being delivered, yet not scanned as being delivered.... THIS causes another issue.
• Companies have begun filing hundreds of thousands of claims for packages "LOST IN TRANSIT" when the packages were actually delivered. The issue is, the delivery scan is missing. You might be thinking this is just desserts and they should pay for that mistake, but what gives a company the right to commit fraud based on a simple mistake of another? This situation was brought to the attention of the carriers when customers tried to file claims for damages, when the company they bought from, filed a claim saying that the package never arrived. The company tried to say the customer called to complain and say that the package never arrived, but sadly, this company had a history of doing such claims for every package that lacked a delivery scan. NOW, the carriers are asking customers to file the claims for lost packages. This prevents companies from taking advantage of the system while a pandemic is putting stress on all of us.
• If your package shows as shipped, and it's been 2-3 weeks and you have not received it, and the tracking shows it has not been delivered, we urge you to file a claim with the carrier to receive compensation. You can log into your account to obtain proof of value or email us with a request for a copy.