PROTECT YOUR DELIVERY WITH NAVIDIUM

In an effort to provide more safety, assurance, and insurance for our customers, we are happy to offer Navidium Shipping Protection. Navidium is a shipping insurance company that offers complete protection for Oriana Lamarca Designs shipments and orders. Simply add Navidium to your cart at checkout to safeguard against any unforeseen hiccups that may arise.

By purchasing Navidium Shipping Protection, we will reship your order free of charge in the event of damage, loss, or delivered by the carrier, but not received. In the event that a replacement is not available, we will issue you a refund.

There’s no need to wait weeks (or longer) for claims to be processed by shipping carriers. Protect your parcel and receive our absolutely No Hassle refund or replacement right away. 

WHAT WE DEEM AS LOST

  • Carrier status states "delivered’", but you have not received it. 
  • If your carrier status is not "delivered" and your tracking has not updated for 2 weeks from the ship date.
  • Depending on where you live, we ask that you allow a minimum of 7 business days but no longer than 15 days after carrier status "delivered" for United States domestic shipments (30 days for international shipments, including Canada) for your parcel to be delivered. 
  • Sometimes the carrier prematurely marks it as delivered and attempts a redelivery, and it then turns up in a secure location at your property or perhaps may be mis-delivered. Please immediately contact your local delivery courier (ex. USPS, UPS) to begin working to locate your package. We'll immediately do the same from our end. Be sure to notify us to confirm your package is finally delivered!

We reserve the right to classify this as a ‘delay’ if there is a high volume of parcels in the network and we are aware of delays, otherwise we will offer a refund or replacement right away.

WHAT WE DEEM AS DAMAGED

  • Items arrive damaged in transit - bag is wet, stained, torn etc.
  • Some of your order is missing due to the box/packet opening in transit 

Please immediately contact us at shopkeeper(at)missionmercantile.com or 210-504-6698  if your items have arrived damaged or if something is missing. Submit photographic evidence of tampered items.

WHAT WE DO NOT COVER:

  • Packages that have GPS location evidence that it was delivered to your property or at a secure location.
  • ​​Missing parcels or redelivery fees due to invalid / incorrect address information provided by you
  • Delays in transit 
  • Order marked as unfulfilled or unshipped. This may be due to a pre-order or delay in shipping during high-volume periods (ex. Holidays).
  • International orders stuck in customs - we can't be held responsible for customs delays. Please get in touch with your chosen carrier and pay required customs fees. If you refuse customs payments, we are not liable for any return to sender fees and these will be deducted from your refund.
  • Items that are returned to us for a refund or exchange that are in an unsellable condition
  • If you requested items to be left outside your property and they go missing - this waives the right to any claim as per carrier terms and conditions
  • If you are unsatisfied with their product, Navidium is not a product replacement plan. Rather, please request a return / exchange within our 30 day return period.

HOW TO SUBMIT YOUR CLAIM

If your parcel is lost or damaged, please contact us at info@orianalamarca.com from the email address you used to place your order. A member of our customer service team will happily assist you within 1-2 working days. What to include in your claim:

  • Subject line: CLAIM for order #12345 (your order#)
  • Description of your issue
  • Photo evidence of damage
  • For orders that are marked "delivered" but not received, we will file a claim with USPS to investigate the last known geolocation of the package, please note ​​there is a 7 day waiting period for orders marked as delivered. Oftentimes, these orders show up within 2-3 days of being marked as delivered.

What happens after your claim has been submitted:

  • After your claim has been submitted, please allow us 7 business days to work on your claim.
  • Once your claim has been approved, we will send you a replacement if available, or issue you a refund back to the method of payment on file.

By selecting Navidium Shipping Protection, you agree to these terms:

  • Navidium Shipping Protection is optional, but by deselecting shipping protection, we will not be liable for lost or stolen packages, including packages that are confirmed delivered by the carrier, but not received.
  • If shipping protection is not purchased, the customer will be responsible for filing a claim with the carrier for the lost, stolen, or damaged package. Please use the resources below to file a claim with the carrier in the event that the package has been lost in transit & Navidium Shipping Protection was not purchased:
  • USPS: https://www.usps.com/help/claims.htm
  • UPS: https://www.ups.com/us/en/support/file-a-claim.page
  • Packages will not be reshipped, nor refunds given in the event that packages are lost, stolen, or shown delivered, but not received by the carrier, and no insurance was purchased.
  • We reserve the right to classify your package as delayed if there are known delays in your area.
  • Shipping protection does not cover packages that has a GPS location or photographic evidence that it has been delivered to your property, is with a neighbor or at a secure location.
  • We reserve the right to deny claims due to insurance fraud, and/or abuse.
  • Shipping protection is non-refundable.
  • Shipping protection can not be canceled after an order has shipped.

OUR POLICY FOR UNPROTECTED PARCELS

  • If shipping protection is not purchased, the customer will be responsible for filing a claim with the carrier for the lost, stolen, or damaged package. Please use the resources below to file a claim with the carrier in the event that the package has been lost in transit & Navidium Shipping Protection was not purchased:
  • USPS: https://www.usps.com/help/claims.htm
  • UPS: https://www.ups.com/us/en/support/file-a-claim.page
  • Packages will not be reshipped, nor refunds given in the event that packages are lost, stolen, or shown delivered, but not received by the carrier, and no insurance was purchased.
  • We reserve the right to classify your package as delayed if there are known delays in your area.
  • Shipping protection does not cover packages that has a GPS location or photographic evidence that it has been delivered to your property, is with a neighbor or at a secure location.
  • We reserve the right to deny claims due to insurance fraud, and/or abuse.
  • Shipping protection is non-refundable.
  • Shipping protection can not be canceled after an order has shipped.