If your item(s) are lost, stolen, or damaged during shipping, you can file a claim and get a replacement or full refund in minutes. Many online stores can’t offer this level of service, so they use Protectly to provide you with an Amazon-like experience.

If your package is lost, stolen, or damaged, you can file a claim with Protectly. We provide a fast resolution process, either replacing your items or reimbursing you, depending on product availability.

Filing a claim is easy. Use the link sent to you over email and SMS to log into Protectly. Once you're in, find your orders and follow the steps to file a claim. You’ll need to share minimal supporting evidence. The whole process only takes a few minutes!

Yes, claims must be filed within a certain timeframe after the shipping date, typically 20 days. Be sure to file your claim promptly for a faster resolution.

Most claims are processed quickly. You’ll usually receive a resolution within a business day, depending on the complexity of the issue and the information provided. You will receive email and/or SMS updates along the way.

Yes! If your claim is approved, your item(s) will be replaced, or you’ll be reimbursed for the full value of the item including the costs for shipping and taxes.

If the store you purchased from offers Protectly, you can add shipping protection during checkout, usually for just a few dollars. Once you’ve checked out, your order is covered! You’ll receive an email and SMS with a link to file a claim if any shipping issues come up.

Yes. Protectly’s service is included at checkout. The fee is usually a nominal flat rate to protect your order. For more expensive orders, a percentage-based fee may apply, which will still be a small fraction of the total order value.

No, Protectly is not an insurance company and does not provide insurance to any party. Instead, Protectly assumes private risk to safeguard Shoppers' orders.