Shipping Protection

At DesignerOptics.com, we understand the importance of protecting your purchases from loss or damage while in transit or from "porch pirates." To ensure that you can shop with confidence, we offer Designer Optics Shipping Protection, also called shipping insurance, for your online orders.

Our shipping insurance covers your purchases in the event that they are lost or damaged while in transit or stolen from your delivery address (when the carrier reports the status as "delivered" and a police report has been filed).

Shipping Protection is what lets us replace or refund the order in these cases.

Shipping Protection must be on the order when you place it.

If tracking says delivered but you did not receive the package

1. Check with neighbors, a front desk or leasing office, other household members, and any side or rear entrance. Carriers sometimes leave packages out of sight, and packages marked delivered often turn up within a day.
2. If the package does not turn up, email support@designeroptics.com with your order number and the details of your claim.
3. File a police report. Most local police departments take these online or by phone in a few minutes. For a USPS delivery, also file a missing-mail report at usps.com/help/missing-mail.htm.
4. Send us a copy of the police report itself. A photo or a PDF is fine. A reference number alone is not enough.
5. Once we have the police report, we open the claim.

The police report must be the finished document with an official report or case number on it. An online intake receipt or a submission confirmation is not the report. The police department sends the finished document a day or two later.

We wait a full 7 days from the delivery date before we issue a replacement or process a refund, because packages marked delivered often turn up. It can take up to 7 to 15 business days for us to finish the investigation. Then we either refund you or send a replacement, whichever you prefer.

A package the carrier delivered with a signature or a delivery photo is considered delivered. In that case we share the delivery details with you.

Without Shipping Protection: if the carrier shows the package as delivered, it is not covered, and we cannot replace or refund the order. Check with your neighbors, your mailroom, and your household. You may also contact the carrier yourself.

If the package is lost in transit and never shows as delivered

If tracking stops moving and never shows a delivered scan, email support@designeroptics.com. When a package is stuck in transit, we open a trace with the carrier. You may open one as well.

With Shipping Protection: once the carrier declares the package lost, you choose a reship or a refund.

Other delivery problems

The package arrived but an item is missing from it. This is handled separately from a missing-package claim. Email us photos of the outer box, the shipping label, the inner packaging, and whatever did arrive, so we can review the package.

An item arrived damaged. Email us photos of the damaged area, and of the packaging and the shipping box if they are damaged.

Returns and removing Shipping Protection

Shipping Protection is not refundable when you return an item by choice.

If you want Shipping Protection removed from an order, contact us before the order ships.

Terms and conditions

Here are the terms and conditions of our shipping insurance:

• Claims for packages marked as "delivered" must be filed between 5 and 15 days from the date the package was marked as delivered.
• Claims for packages that are presumed lost (where the status is not "delivered") must be filed after 7 days (20 for international orders) and within 30 days from the last checkpoint.
• For packages marked as "delivered," a police report is required to file a claim.
• If the package has been signed for upon delivery, it will be considered as delivered and will not be covered under our shipping insurance plan.
• In cases where we suspect suspicious activity or false claims, we reserve the right to notify the USPS and the police department for investigation, and we may withhold payment/coverage until the matter is cleared.
• Our insurance coverage is limited to the cost of the item(s) alone. Shipping costs, taxes, and the Shipping Protection charge are not included, and we do not cover custom/duty fees.

We are committed to providing the best shopping experience for our customers, and our shipping insurance is just one way we aim to achieve this. If you have any questions or concerns, please do not hesitate to contact us at support@designeroptics.com.