Shipping Insurance Policy
Shipping Insurance is an optional service offered at checkout to provide coverage for certain risks associated with shipment of goods. By purchasing Shipping Insurance, the customer (“Purchaser”) agrees to the terms and conditions set forth in this policy.
This Shipping Insurance is underwritten by a third-party provider and is administered by Dobinsons USA (“Administrator”). Dobinsons USA is not the insurer and does not assume liability beyond facilitating the claims process in accordance with this policy.
Covered Events
Subject to the terms and conditions herein, Shipping Insurance provides coverage for shipments that are:
- Lost by the shipping carrier,
- Damaged while in transit, or
- Stolen after delivery.
Coverage applies only to losses occurring while the shipment is in the custody and control of the shipping carrier during the ordinary course of delivery.
Claim Submission Requirements
All claims must be submitted within fifteen (15) calendar days of the original shipping date.
Claims must be submitted via email to:
orders@dobinsonusa.com
Each claim submission must include, at minimum:
- Purchaser’s full name
- Order number
- Tracking number
- Description of the loss or damage
- All documentation required under the applicable claim category below
Claims submitted outside the stated time period shall be deemed untimely and may be denied without review.
Lost Shipment Claims
A shipment shall not be deemed lost unless and until the shipping carrier has formally classified the shipment as lost.
The Administrator will not submit an insurance claim until the carrier has completed its investigation and has issued confirmation that the shipment is lost.
To submit a lost shipment claim, Purchaser must provide:
- Written confirmation from the carrier that the shipment is classified as lost; and
- Any additional documentation reasonably requested by the Administrator or insurer.
Shipments delayed or showing “in transit” or “pending delivery” status do not qualify as lost shipments.
Damaged Shipment Claims
For damaged shipment claims, Purchaser must provide extensive photographic documentation, including but not limited to:
- The damaged product
- The exterior and interior packaging
- Packing materials
- Shipping label with tracking information visible
Purchaser shall retain all packaging materials and damaged products until the claim is resolved. Failure to retain such materials may result in denial of the claim.
Damage claims may be denied if:
- Required photographic documentation is not provided;
- Packaging or damaged items are discarded prior to claim resolution;
- Damage is determined to have occurred after delivery due to improper handling, installation, or misuse.
Stolen Shipment Claims
For stolen shipment claims, Purchaser must:
- File a police report for the stolen package; and
- Provide a copy of the police report to orders@dobinsonusa.com.
Claims for stolen shipments without a police report will not be processed.
Shipments marked “Delivered” by the carrier but not received by Purchaser shall be treated as stolen shipment claims and must comply with this section.
Exclusions and Limitations
Shipping Insurance does not cover, and no claim shall be paid for:
- Incorrect or incomplete delivery address provided by Purchaser;
- Packages left unattended without secure delivery arrangements;
- Shipping delays or service interruptions;
- Loss or damage occurring after delivery;
- Damage resulting from installation, modification, or use of the product;
- Claims submitted without required documentation;
- Claims submitted outside the required time period.
The Administrator reserves the right to deny any claim that does not comply with the requirements of this policy.
Claim Processing and Resolution
Dobinsons USA shall act solely as the Administrator of claims and shall submit claims to the insurance provider on Purchaser’s behalf upon receipt of all required documentation.
All claim determinations, including approval or denial, are subject to the insurer’s review and decision-making process.
Approved claims may result in either:
- Replacement of the product
- Partial Refund for repair (Repair quote must be provided)
Shipping Insurance fees are non-refundable once the shipment has been dispatched.
Limitation of Liability
Dobinsons USA shall not be deemed the insurer under this policy and shall not be liable for payment of any claim except to the extent required to administer and forward claims in accordance with this policy.
The insurer’s liability, if any, shall be limited to the covered value of the shipment, as determined by the insurer.
Acceptance of Terms
By purchasing Shipping Insurance at checkout, Purchaser acknowledges that they have read, understood, and agreed to the terms of this Shipping Insurance Policy.
Failure to comply with any provision of this policy may result in denial of coverage.