Aloft Shipping Protection

Protect your shipment with our ALOFT SHIPPING PROTECTION There’s no need to wait weeks for claims to be processed by couriers - protect your parcel for a small fee and we’ll offer you a refund or replacement right away should issues arise. What we define as LOST: Shipment states ‘delivered’ but you have not received it. Depending on where you live, we ask that you allow up to 7 business days for your parcel to be delivered. Sometimes the courier prematurely marks it as delivered and tries a redelivery, it turns up a bit later or it may be at your neighbors. Your tracking has not updated for 2 weeks from the ship date. We reserve the right to class this as a ‘delay’ if there is a high volume of parcels in the network, natural disaster or similar delays with shipping carriers. What we define as DAMAGED: Items arrive damaged in transit - dented, smashed, etc. Some of your order is missing due to the shipment opening in transit Please contact us at contact@alofthobbies.com immediately if your items have arrived damaged or if something is missing. Submit photographic evidence of tampered items. What we do not cover: Missing parcels or redelivery fees due to incorrect address information provided by you Delays in transit Order marked as unfulfilled or unshipped. This may be due to inventory issues or dispatch delays Orders stuck in customs - we cannot be held responsible for customs delays. Please get in touch with your chosen courier and pay required customs fees. If you refuse customs payments, we are not liable for any return to sender fees and these will be deducted from your refund If you requested items to be left outside your property and they go missing - this waives the right to any claim as per carrier terms and conditions SUBMIT YOUR CLAIM: Simply email us at contact@alofthobbies.com and include the following: Order # (enter order number) Description of the issue Optionally, a photo of any damage would be a great help in speeding up your claim A member of our customer service team will assist you ASAP. Our goal is a get your order replaced or refunded as quick as we can. We will continue to track lost shipments and should it be delivered to you, we request it be sent back to us, just email us and we will send you a prepaid shipping label. By selecting Aloft Shipping Protection, you agree to these terms. You didn't purchase Aloft Shipping Protection? We will still work with you, all domestic shipments from Aloft Hobbies do ship out with some level of insurance, but this is a long slow process that has no guarantees of payout. We have seen this take 6-8 weeks and is at the discretion of the courier. It is frustrating at best. We highly recommend adding Aloft Shipping Protection to your orders to avoid this.