Elevate Shipping Insurance (Order Protection)

Keep your order protected from loss, damage, or theft while in transit. If something goes sideways, we’ll reship the items (or refund if out of stock) fast—no runaround.

What’s covered

Damage in transit (broken, crushed, leaking)
Lost in transit (no tracking movement)
Stolen after delivery scan (porch theft)

How it works

Add Shipping Insurance at checkout (per order).
If there’s an issue, email support@thecrewhangar.com with your Order #, photos (if damaged), and a short description.
We’ll verify with the carrier and reship or refund.

Time limits

Damage: report within 7 days of delivery (include photos of item + packaging).
Lost: no tracking movement for 10 business days (US) / 20 business days (intl.) from last scan.
Stolen: report within 48 hours of “Delivered” scan (check with household/neighbor first; orders >$100 may require a police report).

What’s not covered

Wrong/insufficient address, refusal or unclaimed packages
Delivery delays (weather, customs, strikes)
Orders marked Delivered but reported after the time limits
Items left unattended beyond the time limits, or shipments where signature service was declined

Fine print (insured via Shopify Shipping)

Coverage for orders that add “Shipping Insurance” at checkout is provided under a policy we maintain through Shopify Shipping’s insurance partner. We (Elevate / The Crew Hangar) are the policyholder and will file claims on your behalf per the insurer’s terms. Coverage applies from the carrier’s acceptance scan to the carrier’s delivery scan. Limits, exclusions, and timelines follow the insurer’s policy and may vary by destination and carrier. Insurance fees are non-refundable once an order ships. By purchasing this add-on, you authorize us to submit and manage the claim and to issue a replacement or refund after claim approval. This service is not a separate policy issued to you and we’re not acting as an insurance broker or agent.

Key timelines we follow (subject to insurer rules):

Damage: report within 7 days of delivery with photos of item + packaging.
Lost: no tracking movement for 10 business days (US) / 20 business days (intl.) from last scan.
Stolen: report within 48 hours of “Delivered” scan (orders over $100 may require a police report).

Common exclusions: incorrect/insufficient address, refusal/unclaimed packages, carrier/service delays, customs holds, and reports made after the above time windows.

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