For extra peace of mind, we offer Navidium Shipping Protection at checkout. It helps cover eligible orders in case something goes wrong during shipping - whether that's loss, theft, or damage.
Adding or Removing Protection
- To add Shipping Protection: click the yellow "Protected Checkout" button in your cart.
- To skip it: click "Checkout Without Protection," located just below that button.
Opting Out of Navidium Shipping Protection
If you choose to check out without Shipping Protection, your order will be handled according to the shipping carrier's own policies and claims process instead. Refunds or replacements in this case can't be guaranteed, since we're relying on the carrier's standard procedures rather than our own coverage.
What's Covered
If your order is lost, damaged, or marked as delivered but never arrives, we'll happily reship your order or send replacements for any affected items - whichever best fits your situation. If a replacement isn't available, we'll issue a refund instead.
To keep things running smoothly, claims need to meet a few simple guidelines. Please review them before submitting, and once you're ready, you can file your claim here.
Lost Shipments
Lost Packages
A package is considered lost if it has not been marked as delivered and the following waiting periods have elapsed:
- Domestic (United States): at least 7 business days after the last tracking update.
- International: at least 20 business days after the last tracking update.
Claims for lost packages must be submitted within 30 business days of the last tracking update.
After a claim is submitted, our support team may require an additional waiting period while we work with the shipping carrier to locate the package before determining claim eligibility.
Invalid Address or Delivery Barriers
Packages that cannot be delivered due to an incorrect address, restricted access, or other delivery barriers are not considered lost and are not eligible for Shipping Protection coverage.
If the package is being returned to us, we must first wait until it has been received at our facility before a resolution can be provided.
Once the package has been returned, we can either:
- Refund the item(s) value (shipping charges and Shipping Protection fees are non-refundable), or
- Reship the package at your expense.
Return to Sender and Undeliverable Packages
Packages marked by the carrier as Return to Sender or Undeliverable are not considered lost and are not eligible for Shipping Protection coverage.
If the package is being returned to us, we must first wait until it has been received at our facility before a resolution can be provided.
Once the package has been returned, we can either:
- Refund the item(s) value (shipping charges and Shipping Protection fees are non-refundable), or
- Reship the package at your expense.
Customs Delays and Customs Fees
Customs Delays
Shipping Protection does not cover shipments that are delayed or held by customs.
Customs Fees
All orders are shipped DDU (Delivered Duty Unpaid), meaning you are responsible for any duties, taxes, or customs fees required to complete delivery. Shipping Protection does not cover these fees under any circumstances, including on replacement shipments. See our Shipping Policy for more details.
Replacement Shipments
If a replacement is approved and you have already paid customs fees on the original shipment, please note that Shipping Protection does not cover those fees - including on replacement shipments. Any refund for duties paid would need to be requested directly from the shipping carrier or local customs authority, as we're unable to issue that refund ourselves.
Stolen Shipments
Delivered but Missing Package
If your package is marked as Delivered but has not been received, claims must be submitted:
- No sooner than 5 business days after the delivery date.
- No later than 30 business days after delivery.
Shipping carriers occasionally mark packages as delivered before they arrive. Waiting a few business days helps ensure the package is not still in transit or easily located around the delivery address.
A police report may be required in order to process a claim on a package considered stolen.
After a claim is filed, our support team may require additional time to work with the shipping carrier - including confirming delivery GPS coordinates - before determining eligibility.
Delivered to Wrong Address
If the address entered at checkout was correct but the carrier delivered your package elsewhere, we consider this stolen, and the shipment may be eligible for replacement under Shipping Protection.
Additional verification may be required before a claim is approved. Our support team may require a waiting period to work with the shipping company and/or confirm the incorrect delivery through GPS coordinates.
Damaged Shipments
Damaged Items
- Claims for damaged items must be submitted within 30 business days of delivery.
- A damaged item is defined as an item that arrives with physical damage affecting its condition, functionality, or intended appearance.
- Photos, videos, and/or other supporting documentation will be required to evaluate the claim.
Out-of-Stock Replacements
If a replacement item is unavailable, we may provide either:
- A refund, or
- An equivalent replacement item(s).
Other Order Issues
Missing or Incorrect Items
If your order is missing item(s) or you received the wrong item(s), please contact support@handheldlegend.com so we can assist you.
Product Quality Concerns
If you are dissatisfied with your product(s) for reasons unrelated to shipping damage, please contact support@handheldlegend.com and we'll be happy to review the situation.
General Guidelines
Incorrect Shipping Address
Shipping Protection doesn't cover orders affected by an incorrect shipping address entered at checkout. We'd recommend double-checking your address before completing your order to help avoid delivery issues.
Customer-Initiated Intercepts and Redirects
If you request a carrier intercept, hold, or address redirect after your order has shipped, coverage does not extend to any resulting loss, delay, or misdelivery.
Carrier intercepts and redirects are convenience services offered by the shipping carrier, not guaranteed to succeed, so any issues that happen during or after a redirect fall outside what Shipping Protection covers.
We'd recommend reviewing your carrier's intercept policies before requesting one, so you know what to expect.
Filing a Claim
It is your responsibility to submit a claim within the applicable filing deadlines. Claims filed outside the required timeframes may be denied. If approved, claims may only be eligible for a partial refund or replacement of up to 50%, as our ability to verify and investigate shipping-related issues - as well as recover losses from the shipping carrier - becomes more limited after the claim filing deadlines have passed.
Replacement Shipping Methods
Replacement shipments may be sent using a different carrier or shipping service than the one originally selected, depending on your destination and any applicable shipping restrictions.
Questions?
If you have any questions about Shipping Protection, please contact support@handheldlegend.com.