Claim Requirements

Lost Shipment:

• Shipments that state 'delivered' by the carrier but were delivered to the incorrect address.
• Shipments where tracking shows 'in transit' and without any new updates/movement for an extended period of time.
• Shipments that have been determined lost by the carrier.
• Orders will be considered lost if there has been no movement on the last checkpoint after 15 business days.
• Claims for lost shipments must be filed within 30 days of the last movement at the checkpoint.

Damage Shipment:

• If the item or its packaging arrives broken or marked.
• To be eligible for damaged claims, the Consumer must submit photos of the Consumer Goods and photos of the packaging.
• Claims must be filed within 48 hours of the order delivery date.

Stolen Shipment:

• If the tracking shows 'delivered' but you haven't received it.
• To be eligible for stolen or delivered-not-received claims, the Consumer may need a police report. 
• Claims must be filed within 48 hours of the order delivery date.

Photo Requirements

• A photo of the original shipping label with the tracking number visible and legible.
• A photo of the packaging that was used for shipping with the original shipping label attached. Please ensure the image includes the entirety of the packaging.
• A minimum of two photos of the damage that occurred while your shipment was in transit. Photos must include the make/model/brand of the damaged item(s). For missing item(s), proof of damage to the outer packaging will be required in order to process your claim.

How To Claim: 

• Fill out the online claim form with a description of the issue.
• Upload supporting documentation and photo evidence of damage.
• A police report is required for stolen orders.
• Include any other useful information that supports your claim.
• Submit your online claim form.
• Please note that once a claim has been submitted, it cannot be modified or changed.

Claim Approval

ProtectMyOrder will compensate the Consumer in the case their Order is lost, damaged or stolen, provided that:

• The Consumer provides evidence to the reasonable satisfaction of ProtectMyOrder that the goods have been lost, stolen or damaged.
• The claim is made within the timeframes stated in the Claim Requirements Section.
• The Consumer has provided accurate and complete information.
• The Consumer has not sent the Consumer Goods to a place (e.g. PO Box, parcel collection point, etc.).

Compensation

After your claim has been submitted, ProtectMyOrder will begin an investigation and will work with the carriers for resolution. The length of the claims process can vary and may take up to 30 days to complete from the time ProtectMyOrder has all required documentation..

If a claim is approved, ProtectMyOrder may provide one of the following remedies:

• Replacing the lost or damaged item(s) with an identical item(s) previously purchased, which will cover sales tax and shipping costs but exclude the cost of purchasing ProtectMyOrder.
• Refunding the cost of the original order, including tax, shipping costs, but not the cost of purchasing ProtectMyOrder.
• Granting store credit for the cost of the original order, including tax and shipping costs, but not the cost of purchasing ProtectMyOrder.

If the claim is denied, there is nothing further can be done. All decisions determined are final.

Exclusions: 

• Shipments delayed in transit. When our customer service team is aware of delays due to weather or carrier logistics problems, we reserve the right to classify these shipments as ‘delayed’ rather than lost. 
• Missing packages or packages returned to sender due to the incorrect or insufficient address information provided at checkout when the order was placed. 
• Orders or parts of orders that have not shipped yet.
• Shipments that have already been replaced or refunded under ProtectMyOrder. If a shipment is replaced and there are further shipping issues, please contact the shipping carrier directly.
  
• ProtectMyOrder is never liable for loss or reimbursement arising from any orders other than those protected by the Consumer.
• ProtectMyOrder will not compensate any Consumers for orders that do not include ProtectMyOrder Protection.
• Orders sent to PO Boxes, parcel collection points, drop off points or similar locations.
• If a Consumer changes the address of a parcel after Artifiturf.com has parted possession with the parcel, ProtectMyOrder shall not be liable for any delivery issues that arise subsequently.
• ProtectMyOrder shall not be liable if the recipient is not present at the address or a reasonable attempt at delivery has been made but the Contracted Courier has not been able to deliver the Consumer Goods to the recipient.
• ProtectMyOrder reserve the right to deny claims due to fraud, and/or abuse.
• Products that have multiple pieces packaged together will be replaced/refunded on a case by case basis.
• ProtectMyOrder reserve the right to classify your package as delayed if there are known delays in your area.

Orders without ProtectMyOrder

• By opting-out ProtectMyOrder during the checkout process, ProtectMyOrder and Artifiturf.com will not be liable for lost, damaged or stolen shipments.
• Shipments will not be reshipped or refunded if they are lost, damaged or stolen during transit, and ProtectMyOrder has not been purchased.

Obligations

• The Consumer shall ensure that all information entered when using the Services is accurate, truthful and complete including but without prejudice to the foregoing: the name, full address and contact of the recipient of the Consumer Goods.
• The Consumer agrees that once the claim has been filed, it cannot be modified or changed.
• The images of damaged incurred to any part of the Consumer Goods, including the packaging or the Consumer Goods themselves.
• Statements declaring an Order has not been delivered, despite tracking from the Contracted Courier showing successful delivery.
• The Consumer shall not send parcels to PO Boxes, parcel collection points, drop off points or similar locations.
• The Consumer shall be responsible for monitoring the tracking of their parcels. ProtectMyOrder is not responsible for alerting the Consumer to tracking updates. 
• The Consumer may not cancel the Protection after an order has shipped.

Acceptance

By purchasing ProtectMyOrder, you agree to our Terms and Conditions. ProtectMyOrder is optional, you are not obligated to purchase this protection. The ProtectMyOrder fee is non-refundable. This protection is NOT insurance and does not provide indemnification for loss, damage or liability arising from a contingent or unknown event. ProtectMyOrder offers a delivery guarantee whereby, if your order is not delivered in satisfactory condition, ProtectMyOrder may replace the order or, in the event a replacement is not available, ProtectMyOrder may refund the money or issue a store credit for the cost of the original order. All decisions made by ProtectMyOrder, including the refund amount paid, are final and non-negotiable. Purchasing this protection does not mean that you will automatically be reimbursed for the amount of your order. Certain restrictions may apply. To initiate the processing of a claim, ProtectMyOrder and Artifiturf.com will require proof of damage, loss, theft, or undelivered order. The Consumer agrees to cooperate with and assist ProtectMyOrder during the claims process, including providing all necessary documentation or information. Any claim filed to ProtectMyOrder cannot be changed or modified by the Consumer once submitted.

According to Artifiturf.com's Shipping Policy, once an order leaves the warehouse and has been accepted by the shipping carrier, the carrier assumes responsibility for the shipment. It is the Consumer's responsibility to secure the shipment upon delivery by the shipping carriers. Artifiturf.com is not responsible for lost, damage, or stolen packages.