Delivery Protection
Last updated 22 October 2026
Delivery Protection
Lost, stolen or damaged? We reship fast.
Add it in your cart for $2.95.
At a glance
- Lost, stolen or damaged parcels
- We ship a free replacement
- Claims approved in 3 business days
What's covered
- Lost: your tracking shows no movement for 7 business days.
- Stolen: tracking shows your parcel as delivered, but you never received it.
- Damaged in transit: your parcel arrives damaged.
What you get
A free replacement, shipped as soon as your claim is approved. Approval takes up to 3 business days once we have the proof we need. Protected orders are reshipped, not refunded.
How to claim
Email contact@softpetpaws.com with your order number and:
- Lost: nothing extra, we check the tracking. Claim within 30 days of the ship date.
- Stolen: tell us within 3 days of the "delivered" scan, and send a police report within 7 days.
- Damaged: photos of the box before opening it, sent within 48 hours of delivery.
What's not covered
- A wrong or incomplete address entered at checkout
- Parcels that are refused or not collected
- Parcels held or seized by customs
The fee
Delivery Protection costs $2.95 per order. The fee is not refundable, including if you return your order after it arrives.
Without Delivery Protection
Lost parcels are still covered: if tracking shows no movement for 14 business days, we'll refund your order. Stolen parcels and parcels damaged in transit are not covered.
