General PoliciesUpdated 3 months ago
- Input wrong address
- If the customer entered the wrong address at the time of order, Piccalio does not cover this under Package Protection. If your order is in transit and is being shipped to the wrong address, you are responsible for letting Piccalio know. If the order is returned to sender, Piccalio will issue a refund for the order. At that time it is the customer’s responsibility to place a new order with the correct shipping information.
- If the customer entered the wrong address at the time of order, Piccalio does not cover this under Package Protection. If your order is in transit and is being shipped to the wrong address, you are responsible for letting Piccalio know. If the order is returned to sender, Piccalio will issue a refund for the order. At that time it is the customer’s responsibility to place a new order with the correct shipping information.
- Too late to file
- Piccalio can action an order issue that is filed within the bounds of our domestic/international timeline policy. If an order issue is filed outside of this timeline, Piccalio 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 mis-delivered 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) and within 30 days from the last checkpoint.
- Piccalio can action an order issue that is filed within the bounds of our domestic/international timeline policy. If an order issue is filed outside of this timeline, Piccalio will deny the order issue according to these policies:
- Expedited shipping hasn't arrived
- If the customer’s package is delayed for whatever reason, Piccalio Package Protection will not cover it.
- 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, Piccalio Package Protection will not cover it.
- If the customer’s package is delayed for whatever reason, Piccalio Package Protection will not cover it.
- Package in Pre-Shipment
- Piccalio Package Protection reserves the right to deny order issues where package tracking is marked as "pre-shipment".
- Non-sanctioned shipping address
- Piccalio is based in the United States of America. Due to shipping policies in the US, Piccalio will not cover issues shipped to countries that are not sanctioned by the US. List available here
- Closed order issues
- If a customer does not respond within 5 days, Piccalio will automatically close the order issues. Customers can open the order issues back up by responding to the original thread.
- Didn't want Piccalio Package Protection
- If the customer’s package has not shipped, Piccalio can refund the Piccalio premium.
- If the item has shipped, Piccalio Package Protection is already protecting the package and cannot be refunded at that time.
- If the customer’s package has not shipped, Piccalio can refund the Piccalio premium.