Shipping Insurance Policies
Effective Date 01/15/2020
Last Updated 2/8/2022
Yogo provides shipping insurance to its customers. The following policies apply to orders for which shipping insurance is selected. By deselecting shipping protection, you agree that Yogo is not liable for lost, damaged or stolen items.
Important points:
When refunding an item, we cover the subtotal (product cost) of the order.
Shipping costs, taxes, fees, and insurance premium are not included.
When replacing an item, we cover the product cost of the order.
The premium, shipping costs, taxes and duties and insurance cost are not included.
Below, the customer is referred to as “Customer” and sender (Yogo) is “Sender”.
LOST ITEMS POLICIES
Packages presumed to be lost.
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 last tracking update and within 30 days.
Invalid address or delivery issues
Sometimes carriers cannot deliver the customer’s package due to an invalid address or other unexpected delivery issues. At this point, the carrier might return the package to the sender/retailer. In this case, the package was not lost, thus Sender does not cover this.
Only part of the order delivered
If Customer ordered several items in one package but only part of the order arrived and there is no evidence of tampering, Sender does not cover the order issue.
If a single order is being shipped in multiple packages and one package does not arrive, Sender will cover the order issue and reorder or refund the value of the undelivered package.
Packages labeled "return to sender"
Sender does not cover packages labeled return to sender because the order has been sent back to the retailer due to a delivery problem such as an invalid or undeliverable address or delivery refusal.
Sender covers your order if the package gets lost in transit back to us.
Order stuck in customs
Sender cannot cover orders stuck in international customs, unless there is an issue related to our proper filling out of customs forms.
Customer must pay proper customs and brokerage fees where it applies.
Order issue filed too soon
If Customer is filing an order issue the same day that the package was marked as delivered, at our discretion Sender may ask them to wait 5 business days. Carriers (FedEx, USPS, UPS, DHL, etc.) sometimes prematurely mark the package as delivered when it’s still in transit.
Item marked as never picked up by carrier (“Pre-Shipment”)
Sometimes carriers and especially USPS fail to scan a picked-up item, but it is on the way. Please wait 7 days in the US and 10 days internationally before filing a claim on an item that appears to not be picked up yet. We reserve the right to deny order issues where package tracking is marked as "pre-shipment".
STOLEN ITEMS POLICIES
Delivered but missing package
Order issues for packages marked "delivered" by the courier but not received by Customer are considered stolen under this policy.
A claim must be filed 5 days after delivery date but no longer than 7 days afterward to ensure it the premises were not left unattended for an undue period.
If the package displays as delivered by the courier, but Customer cannot find it, at our discretion, Sender may require a police report and a stolen claim form to be filed.
All apparently stolen orders with a grand total over US$100 must be accompanied with a police report. When filing a claim, please also attach the police report PDF & number.
Sender may also require additional documentation (e.g. proof of identity, address, notarization, etc.).
Delivered to wrong address
If Customer inputs the correct address at checkout and the package was delivered to the wrong address, the shipment is considered as stolen and we will replace the order.
If Customer inputs the wrong address, this is not covered under this policy.
If Customer inputs the wrong address, and notifies Sender after package has shipped, Sender is not liable for an incorrect delivery. If the package has not shipped, Sender will attempt to update the shipping systems, but is not liable for mis-delivery.
DAMAGED ITEMS POLICIES
Damaged items
Items that are damaged in transport to the point of being unusable (clearly fractured, shattered, bent (if not bendable), crushed, etc.) are considered damaged.
Sender requires several photographs of the damage in order to ascertain the severity of the damage.
Minor damage such as crushing or denting of the packaging only and that does not interfere with the usability of the item is not covered under this Policy.
GENERAL POLICIES
Input wrong address
This insurance policy does not cover deliveries that do not arrive when an incorrect address was input.
Quality control
This is not a policy to cover Customer satisfaction. Unopened products may be eligible for return under our return policy.
Too late to file
Reports must be filed in a timely manner, in keeping with our timeline policy. If an order issue is filed outside of this timeline, we will deny the order issue.
Insured package claim timeline policy:
1. 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 later than 15 days after the delivery date, to ensure the package was not misdelivered nor easily found around the premises.
2. 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 last tracking update and within 30 days.
Expedited shipping hasn't arrived
This policy does not cover a courier delay in delivering orders placed with expedited shipping. This may be due to inclement weather or other issues beyond Sender’s control.
Item marked as never picked up by carrier (“Pre-Shipment”)
Sometimes carriers and especially USPS fail to scan a picked-up item, but it is on the way. Please wait 7 days in the US and 10 days internationally before filing a claim on an item that appears to not be picked up yet. We reserve the right to deny order issues where package tracking is marked as "pre-shipment".
Timely response
If Customer does not respond to a claim discussion within 5 days, Sender will automatically close the claim. Customer may re-open the order issue by responding to the original thread.
Didn't want Shipping Insurance
If Customer’s package has not shipped, Sender can refund the premium.
If the item has shipped already, Sender’s shipping insurance is already being used, and Sender we cannot process a refund.