Guaranteed Lost/Stolen Delivery Protection
Overview
Our Lost/Stolen Delivery Protection provides one free replacement if your package is lost in transit or stolen after delivery. This protection applies only to the original shipment and only when the correct delivery address was entered at checkout.
How to File a Claim
You must report any issue within 48 hours of the tracking page showing delivery or final status.
To start a claim, email info@thickassglass.com with your order number and a brief description of the situation.
Before a replacement can be approved, customers must file a claim with the shipping carrier and provide TAG with proof that the claim was submitted.
Accepted proof includes a screenshot or PDF of the carrier claim confirmation page.
Incorrect Address Exclusion
Shipping Insurance does not cover any situation where the customer enters an incorrect, incomplete, or outdated address at checkout.
Examples include wrong house numbers, missing apartment numbers, old saved addresses, or typos.
If the carrier delivers or attempts delivery to the address provided by the customer and the package is lost or stolen, the order is not eligible for replacement under Shipping Insurance.
If the package is returned to TAG, it will be reshipped one time for free to the corrected address.
Address corrections cannot be applied once an order has shipped.
Eligible for One Free Reshipment When
Lost Shipment: The package never arrives.
Stolen Shipment: The package shows delivered but is taken afterward.
Damaged Product: Clear photos of the damage must be provided within 48 hours of the delivery timestamp shown on tracking.
The replacement shipment must match the original order unless an item is out of stock.
Replacement and Refund Policy
Shipping Insurance provides a one-time free replacement, not a cash refund.
Replacement shipments are not eligible for return or refund.
If an item from the original order is out of stock, the product value only (excluding shipping and insurance fees) may be applied toward a different in-stock item.
Replacement orders are not eligible for refunds, returns, or exchanges.
If the Replacement Shipment Is Also Lost or Not Received
If the replacement shipment is also reported as lost, stolen, or not delivered, the insurance coverage is considered fully used.
A second free replacement will not be issued.
After a replacement loss, all future delivery issues must be handled directly through the shipping carrier.
Any customer who experiences a replacement loss will be required to have signature confirmation on all future orders to remain eligible for shipping support.
High-Value Shipments
Orders identified as high value will require signature confirmation upon delivery.
If a signature is confirmed and the shipment is still reported missing, a claim must be filed directly with the carrier.
International Shipments
If you choose to waive signature requirements for an international order, you void all insurance coverage.
No claims can be accepted under this circumstance.
Important Notice
This protection covers issues that occur during transit only.
Orders replaced under this policy cannot be returned or refunded.
Shipping fees and insurance fees are non-refundable.