Missing & Lost Packages
Be sure to double check your ship-to address before submitting your order! ODSS is not responsible for re-shipment fees for orders that are returned to our warehouse with incorrect delivery addresses due to customer oversight or error. We are happy to dispatch your order again with the corrected address, but the customer will be responsible for the shipping charges at cost.
Porch and stoop piracy have become an increasingly serious issue in the world of online ordering. Due to the ever-increasing volume of such incidents, ODSS is not able to replace orders that are lost, stolen, or missing. ODSS is responsible for tendering your order safely and securely to either USPS or Fedex. Once your order is in the custody of the courier, ODSS cedes responsibility for your package. We strongly encourage you to purchase the Navidium shipping insurance available as an option at checkout to protect your order while in transit and upon delivery. Please read more about the service offered by Navidium at this link. The insurance is an optional selection at checkout but highly encouraged, especially at peak shipping times during the year.
Shipping Protection (Navidium)
Outdoor School Shop offers optional Navidium Shipping Protection at checkout to cover packages that are lost, stolen, or damaged in transit.
If a protected package meets the criteria below, we will replace the item or issue a refund for the order subtotal.
Note: Shipping costs, duties, taxes, and the shipping protection fee are not included in refunds.
Lost Packages
A package may be considered lost if tracking has not updated for:
- 7 days (U.S. shipments)
- 20 days (Canadian shipments)
Once this time has passed, please contact our customer service team and we will assist with your claim. Packages returned due to incorrect addresses or delivery barriers are not considered lost. Additional shipping charges may apply to resend the order.If an order ships in multiple packages and one is missing, Navidium may cover the missing shipment.
Stolen Packages
If tracking shows delivered but the package cannot be located, it may be considered stolen. Claims must be filed:
- At least 5 days after delivery
- Within 15 days of the delivery date
Navidium may require apolice report or additional documentation to process the claim.
Damaged Items
If your order arrives damaged, please contact us with photos of the product and packaging so we can process a replacement or refund.
What Shipping Protection Does Not Cover
Shipping protection does not cover:
- Incorrect addresses entered at checkout
- Packages returned to sender
- Carrier shipping delays (including weather delays)
- Packages held in customs
- Product quality concerns or buyer’s remorse (see our Return Policy)
Filing Deadlines
Claims must be submitted within the timeframes above. Claims submitted outside these windows may not be approved.
Opting Out
Shipping protection is optional and can be removed at checkout. If protection is not selected, Outdoor School Shop will not be able to replace packages that are lost, stolen, or damaged in transit.
FAQs
What is Shipping Protection and do I need it?
Shipping Protection is an optional add-on at checkout that covers your order if it is lost, stolen, or damaged during shipping. If you choose this protection, Outdoor School Shop can replace the item or refund the order subtotal if an eligible issue occurs. If you do not opt in at checkout, your order is not covered and we will not be able to replace packages that are lost, stolen, or damaged in transit.