Alala Package Protection

At a Glance:

  • Coverage begins at time insured goods begin transit
  • Missing package claims must be filed no later than 7 days after scheduled delivery date for domestic deliveries and 20 days after international deliveries
  • Claims for packages marked by the carrier as “delivered” must be filed within 15 days from the date and time shown by carrier as delivered. 
  • Stolen packages may require filing a police report
  • All other claims should be filed as soon as discovered but in no event later than 60 days from the purchase date. 
  • We do not cover when a customer's order is stuck in international borders/customs

 

POLICY SUMMARY

General Conditions 

Coverage 

New lawful and approved goods are insured against “All-Risk” of physical loss or damage from any external cause. 

Limits of Liability

$1,000 Any one package or shipment.

 

Transit 

This insurance attaches from the time the goods insured commence transit and/or are located anywhere incidental to transit and continues during the ordinary course of transit until transportation terminates at final destination or the Customer’s interest ceases, whichever occurs first. 

 

Geographical Limits 

To and from ports and/or places in the World to ports and/or places in the World with privilege of transshipment by land and/or water; however, shipments to/from Afghanistan, Iran Iraq, Libya, Somalia, Sudan, Syria, Yemen or any regions experiencing unrest or political disruption are excluded entirely. 

Regardless of the Duration of Risk clauses found elsewhere in this Policy, coverage for shipments to Haiti, Nigeria, Pakistan, and the Commonwealth of Independent States (CIS) ceases upon discharge from the ocean vessel or aircraft. 

The Commonwealth of Independent States presently includes Armenia, Azerbaijan, Belarus, Kazakhstan, Kyrgyzstan, Moldova, Russia, Tajikistan, Turkmenistan, Ukraine and Uzbekistan. 

Notwithstanding the provisions of the exclusions stated above, this insurance covers loss of or damage caused by the negligence of any third party who has possession or custody of or responsibility for the cargo insured hereunder during the time that this Policy is in force. 

 

Claim Filing Requirements 

Claims Reporting Time Frame(s) 

It is understood and agreed that the following timelines for claims transmittal must be adhered to in order for a claim to be processed: 

  • Claims 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 scheduled delivery date for domestic shipments (and 20 days for international shipments), but not later than 30 days from the last checkpoint.
  • Claims for packages marked by the carrier as “delivered” must be filed within 15 days from the date and time shown by carrier as delivered. 
  • In the event of theft, Underwriters may require a police report to be filed with the local authorities and/or a signed affidavit attesting to the theft of the covered property. Security video, showing evidence of theft, may substitute for a police report and/or an affidavit.
  • All other claims should be filed as soon as discovered but in no event later than 60 days from the purchase date. 

 

General Coverage Exclusions 

This coverage does not insure against any loss, damage or expense attributable to or caused by: 

  1. Ordinary wear and tear of the goods insured; 
  2. Willful misconduct, infidelity, conversion or dishonest acts of the recipient, whether committed alone or in collusion with others; 
  3.  Insolvency or financial default of the owners, managers, charterers, or operators of the vessel. 
  4. Insufficiency or unsuitability of packing or preparation of the goods insured to withstand the ordinary incidents of the insured transit, but only where such packing or preparation is carried out by the party presenting the claim for payment, or its employees, prior to the attachment of this insurance (for purposes of this clause, “packing” shall be deemed to include stowage in a container, and “employees” shall not include independent contractors). 

 

Lost Items Policies

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, including Canada unless a Canadian merchant is shipping within Canada in which case the 7 day domestic shipment timeline applies) and within 30 days from the last checkpoint.

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 the sender/retailer. The customer’s package is not actually lost, thus it is not covered. In instances where the item is being returned to the sender and is reusable, customers will need to supply a corrected address and pay for the additional cost to re-ship.

Only part of the order delivered

  • If the customer ordered several items in one package but only part of the order arrived and there is no evidence of tampering please reach out to service@alalastyle.com for information on the missing items.

  • If a single order is being shipped in multiple packages and one package does not arrive, the customer is covered based on the value of the undelivered package.

Packages labeled "return to sender"

  • Does not cover packages labeled return to sender because the order has been sent back to the retailer. Items are returned to sender when a customer provides an invalid or undeliverable address or refuses a delivery.

  • The customer’s order will be covered if the package gets lost in-transit back to the sender.

 

Order stuck in customs

  • We do not 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.
  • If something is replaced that the customer has already paid customs on, under our discretion, we can approve and pay customs the second time.

Order marked as unfulfilled or unshipped

  • If the customer’s order is marked as unfulfilled or unshipped, the order hasn’t been fulfilled yet (could be caused by low inventory of the items, internal delays with the fulfillment center, etc.). Package Protection is not yet in action because the order has not shipped.

Order issue filed too soon

  • If the customer is filing an order issue the same day that the package was marked as delivered, at our discretion we may ask you to wait 5 business days. Carriers (FedEx, USPS, UPS, DHL, etc.) sometimes prematurely mark the package as delivered when it’s still in transit.

 

Stolen Items Policies

Delivered but missing package

At our discretion, we may require a police report when the customer’s package is marked as delivered.

  1. Customer files the police report
  2. Send service@alalastyle.com the police report PDF & number in the order issue.

Note:  Upon request, we may require additional documentation (e.g. proof of identity, address, etc.).

Note: Depending upon the jurisdiction, a false police report may be charged as a misdemeanor or a felony

**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 15 days to ensure it was not misdelivered or easily found around the premises.

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

Broken items

Damaged items

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

Input wrong address

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

Too late to file

  • If an order issue is filed outside of this timeline, we will deny the order issue according to these policies:
    • Order issues for packages marked "delivered" yet not received and where there is no evidence of “porch piracy” must be made 5 days after “delivery date” but no longer than 15 days to ensure it was not misdelivered or easily found around the premises."
    • 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 scheduled delivery date for United States domestic shipments (20 days for international shipments, including Canada unless a Canadian merchant is shipping within Canada in which case the 7 day domestic shipment timeline applies) and within 30 days from the last checkpoint.

Expedited shipping hasn't arrived 

  • If the customer’s package is delayed for whatever reason, this force majeure will not be covered.
  • Carriers update their website with expected delays due to inclement weather or other barriers to expected delivery.
  • If the customer paid for expedited shipping but the package arrives outside of the expected window, it will not be covered.

Package in Pre-Shipment

  • We reserve the right to deny order issues where package tracking is marked as "pre-shipment".

Non-sanctioned shipping address

  • Due to shipping policies in the US, we will not cover issues shipped to countries that are sanctioned by the US. List available here

Closed order issues

  • If a customer does not respond within 5 days, we will automatically close the order issues. Customers can open the order issues back up by responding to the original thread.

Didn't want Protection

  • If the customer’s package has not shipped, we can refund the Protection fee.
  • If the item has shipped, Protection is already protecting the package and cannot refund the customer.