Coverage Rules for the Seven2Seven Package Protection Program

The Seven2Seven Package Protection is an optional service customers may purchase at checkout for eligible orders.

By purchasing the Package Protection, the customer agrees to the terms below.

1. Definitions

Carrier means the shipping company responsible for transporting the protected package.

Customer means the individual who placed the eligible Seven2Seven order and purchased Package Protection.

Package means a shipment containing merchandise purchased from Seven2Seven.

Goods means the Seven2Seven merchandise contained in the protected order.

Order means a valid purchase placed through Seven2Seven for which Package Protection was purchased.

Seven2Seven, we, us, and our refer to Seven2Seven.

Theft means a qualifying package that was commercially delivered to the correct address and subsequently stolen.

2. What the Package Protection Covers

Seven2Seven Package Protection may provide protection for qualifying:

Packages lost while in transit

Packages damaged during transit

Merchandise missing as a result of shipping damage or carrier loss

Packages stolen after confirmed delivery, subject to the documentation requirements below

Coverage applies on a package-by-package basis.

If one order is shipped in multiple packages, only the merchandise contained in the affected package is eligible for a claim.

Return shipments back to Seven2Seven are not covered.

Seven2Seven Package Protection is provided directly by Seven2Seven and is not an insurance policy.

3. Coverage Limits & Exclusions

The Package Protection is limited to the merchandise contained in the qualifying shipment.

Seven2Seven may provide one resolution per approved claim, which may include a replacement, store credit, or refund depending on the circumstances and product availability.

Package Protection does not cover:

Orders shipped to an incorrect or incomplete address provided by the customer

Orders delivered to freight forwarders, reshipping companies, or third-party forwarding services after confirmed delivery

Return shipments back to Seven2Seven

Product defects unrelated to shipping

Wrong items or fulfillment errors made by Seven2Seven

Damage caused after successful delivery

Normal wear and tear

Claims submitted without reasonably requested documentation

Fraudulent, abusive, or duplicate claims

Fulfillment errors and product defects will be handled separately through Seven2Seven Customer Care and do not require the purchase of Package Protection.

4. Claim Requirements

Customers should notify Seven2Seven as soon as they become aware of a qualifying delivery issue. All claims must be submitted within 14 days of delivery. 

Seven2Seven may request documentation necessary to investigate the claim.

Damaged Packages

Damage must be reported within 7 calendar days of delivery.

Customers must keep the damaged merchandise and original shipping packaging until the claim has been reviewed.

Required information may include:

Order number

Photos of the damaged merchandise

Photos of the exterior and interior packaging

Photo of the shipping label

Description of the damage

Discarding the product or packaging before Seven2Seven has had an opportunity to review the claim may affect claim eligibility.

5. Lost-in-Transit Packages

A delayed package or a package with temporarily inactive tracking is not automatically considered lost.

Seven2Seven may require the applicable carrier to complete its investigation or officially determine that a shipment has been lost before approving a claim.

For shipments handled by carriers, customers may be required to allow up to:

20 calendar days for domestic shipments
40 calendar days for international shipments

before a lost-in-transit claim can be finalized, unless the carrier confirms the package is lost.

Seven2Seven may rely on carrier tracking, scans, investigations, delivery records, or other carrier information when determining claim eligibility.

6. Packages Marked Delivered / Theft Claims

If tracking shows that a package was delivered but the customer cannot locate it, the customer must first check:

Around the delivery location

With household members

With neighbors

Mailrooms or parcel lockers

Leasing offices or building management

Front desks or reception areas

Directly with the carrier

If theft is suspected, Seven2Seven may request reasonable supporting evidence, including one or more of the following:

Carrier confirmation

Police report

Security-camera or doorbell-camera footage

Other documentation reasonably supporting the claim

A package confirmed delivered with valid direct or adult signature confirmation may not qualify for a theft claim.

Seven2Seven reserves the right to rely on carrier delivery confirmation and other available evidence when reviewing the claim.

7. How to File a Claim

Claims may be submitted through the Seven2Seven claims portal or by contacting:

hello@seven2seven.co

Customers should provide:

Subject line: CLAIM for Order #

Description of the issue

Requested photographs or documentation

Any applicable carrier information

Seven2Seven will review and respond with next steps

Seven2Seven may request additional information before approving a claim.

Submission of a claim does not guarantee approval.

8. Claim Resolution

Once a claim has been reviewed and approved, Seven2Seven may provide:

A replacement of the affected merchandise

Store credit

A refund

The appropriate resolution will be determined by Seven2Seven based on the circumstances and product availability.

If replacement merchandise is unavailable due to a sold-out or limited release, Seven2Seven may provide an alternative resolution.

Replacement shipments will generally be sent to the original shipping address associated with the order.

Seven2Seven may require signature confirmation on replacement shipments.

9. Carrier Investigations & Recovery

Seven2Seven may rely on information and determinations provided by the original carrier when evaluating a claim.

Customers may be required to cooperate with a carrier investigation.

Where applicable, Seven2Seven reserves the right to pursue reimbursement or recovery from the carrier after resolving an approved customer claim.

Customers should not submit duplicate claims for the same loss through multiple parties unless instructed to do so by Seven2Seven.

10. Incorrect Shipping Addresses

Customers are responsible for providing an accurate and complete shipping address at checkout.

Package Protection does not cover packages that are lost, misdelivered, returned, or otherwise affected because the customer provided an incorrect or incomplete address.

Seven2Seven cannot guarantee that an address can be changed after an order has entered fulfillment.

11. Program Abuse

Seven2Seven reserves the right to deny claims reasonably determined to involve:

Fraud

Misrepresentation

Repeated or excessive claim activity

Duplicate claims

Altered documentation

Abuse of the Package Protection program

Seven2Seven may also restrict future participation in the program when misuse is reasonably suspected.

12. Important Notice

Seven2Seven Package Protection is an optional service offered by Seven2Seven.

Seven2Seven is not an insurance company, and the Package Protection is not an insurance policy.

Claims are reviewed individually based on the circumstances of the shipment, carrier information, documentation provided, and these terms.