Delivery Guarantee / Package Protection FAQ
Experience peace of mind with our Delivery Guarantee, which provides coverage in the event your order is lost, stolen, or damaged during transit, subject to the terms below.
What We Consider Lost or Stolen
An order may be considered lost or stolen under the following circumstances:
- The carrier marks the package as delivered, but it has not been received within our designated review period
- Domestic orders with no tracking updates for 14 business days
- International orders with no tracking updates for 15 business days
During periods of high parcel volume or known carrier network delays, an order may be classified as delayed rather than lost. In these cases, additional time may be required before approving a replacement. If deemed lost, a replacement will be issued.
What We Consider Damaged
- Items that arrive damaged due to transit
- Claims must be submitted promptly and include clear photographic evidence of the damaged item and packaging
- Limit of one damage claim per order
What Is Not Covered
The Delivery Guarantee does not cover:
- Missing packages or redelivery fees due to an incorrect or incomplete address provided at checkout
- Transit delays with less than 14 days of no tracking movement
- Items returned in a condition not deemed satisfactory
- Pre-order items that are out of stock and cannot be replaced. In these cases, customers will be offered an exchange for another item or store credit equal to the item’s value
How to Submit a Claim
To submit a Delivery Guarantee claim, please contact us at support@uwumarket.us
within 24–48 hours of identifying the issue for next steps in our claim process. Include the following in your message:
- A description of the issue
- Photo evidence of damage, if applicable
Claims submitted without the required information or outside the applicable timeframes may not be approved.