Navidium Shipping Protection Guidelines

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 our shipments and orders. Simply keep or 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 or replace items 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. Packages must meet the criteria below before claims can be approved.

To file a claim, please first review the guidelines below. If you believe your claim is currently eligible for approval, you can file your claim here.

Lost Items/Packages:

Packages presumed to be lost

  • Order issues for packages presumed to be lost by the carrier (where the status is not "delivered") must be filed no sooner than 7 days after the last tracking update for United States domestic shipments, 20 days for international shipments, and within 30 days from the last checkpoint for both domestic and international.

    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 us. The customer’s package is not actually lost; thus, we do not cover this. In instances where the item is being returned to us, we must wait until the package arrives to our offices. At that time, we can either refund you for the items (shipping costs and insurance non-refundable), or we can reship out the package at your own costs.

    Only part of the order delivered or incorrect item received

    • If you are missing an item or you were sent an incorrect item, please reach out to support@handheldlegend.com.

    Packages labeled "return to sender"

    • Reach out to us at support@handheldlegend.com so we may look into the matter further.

    Order stuck in customs

    • We cannot cover when a customer’s order is stuck in international borders/customs.
    • The customer’s next step is to pay the customs fees in order to receive the package as all our orders are DDU. Please review our shipping policy for more information on this.

    • If we replace something the customer has already paid customs on, under our discretion, we can approve and pay customs the second time.

    Stolen Items/Packages Policies:

    Delivered but Missing Package

    • Order issues for packages marked "delivered" yet not received are considered stolen and must be filed 5 days after “delivery date” but no longer than 30 days to ensure it was not mis-delivered or easily found around the premises. Shipping companies may mark a package as "delivered" only to then show up hours to a few days later.

    Delivered to wrong address

    • If the customer input the correct address at checkout and the package was delivered to the wrong address, we consider this as stolen, and we will replace the order on behalf of the customer.

    Damaged Items Policies:

    Damaged Item Arrived

    • Order Issues for damaged packages/items must be filed within 30 days of the delivery date. 

      Damaged items

      • A damaged item is considered to be a broken product that is unusable.
      • We require evidence of the customer’s damaged item (i.e. photos, videos, etc.).

      Out of stock

      • We can offer the customer a refund or equivalent item for any products that are out of stock. The customer can always use that refund to order the item when it’s back in stock.

      General Policies:

      Input wrong address

      • If the customer entered the wrong address at the time of order, we do not cover this.

      Quality control

      • If the customer is unsatisfied with their product, please reach out to support@handheldlegend.com.

      Opting Out of Navidium Shipping Insurance

      • By opting out of shipping protection from Navidium, you acknowledge that Hand Held Legend is not liable for lost, damaged, or stolen shipments. Refunds/replacements will not be provided in this scenario.

      Filing Claims

      • It is up to the customer to file a claim during the time frames given above. If a claim is not filed by the customer on time, we will only be able to honor up to a 50% refund or replacement package/item if there is an issue with the order.

       

      Questions? Please reach out to support@handheldlegend.com