Shipping Protection (Delivery Guarantee) Policy
UwU Market LLC
This Shipping Protection program provides coverage for eligible orders against loss, damage, or theft during transit or upon delivery.
1. Key Definitions
Carrier: The shipping provider handling delivery.
Purchaser: Customer who purchased Shipping Protection.
Parcel: A shipped package within an order.
Goods: Items purchased from UwU Market within a covered order.
Order: A valid purchase where Shipping Protection was selected.
Total Covered Value: Item value plus shipping (if declared), including any carrier coverage.
Theft: Confirmed theft after delivery at the destination.
2. What’s Covered
Shipping Protection covers:
-Loss, damage, or missing items during transit
-Theft after confirmed delivery
-Original product value + original shipping cost (if applicable)
Coverage applies per parcel, not per entire order.
3. What’s Not Covered
-Incorrect or incomplete shipping addresses provided at checkout
-Freight forwarders, reshippers, or third-party delivery locations
-Return shipments to UwU Market
-Claims submitted outside required timelines
-Orders marked delivered with valid signature confirmation
4. Claim Limits
-One (1) reshipment per approved claim
-Coverage applies only to affected items within the specific parcel
-Reshipments are sent only to the original order address
5. Claim Requirements
Claims must meet the following timelines and documentation requirements to be eligible for coverage.
Damage or Theft After Delivery:
Damage or theft must be reported within 5 days of the delivery date. The Purchaser must retain all packaging and provide photo or video evidence as requested.
Lost Packages (In Transit):
A package is considered lost only after the required waiting period has passed. Claims for lost packages may be submitted after 20 days from the shipment date for domestic orders or 40 days for international orders, or once the Carrier has confirmed the loss, whichever occurs first.
Claim Submission Timeline:
Once eligible, all claims must be submitted within a reasonable timeframe and include all required documentation. If a carrier investigation is in progress, additional time may be allowed at UwU Market’s discretion.
Required Documentation:
Claims must be submitted via email to support@uwumarket.us from the email associated with the order and must include the order number in the subject line formatted as: “CLAIM – Order #[Number]”, along with a clear description of the issue. Photo evidence is required for damage claims.
For theft-related claims, the Purchaser must provide at least one of the following: video evidence of the incident, a police report, or carrier confirmation of theft.
Important:
All original packaging and damaged items must be retained until the claim is resolved. Failure to provide sufficient evidence may result in denial of the claim.
6. Claims Process
UwU Market reviews all submissions
Carrier findings may be used to validate claims
Once approved, a replacement will be shipped promptly
Signature confirmation may be required for reshipments
Customers should not file claims with the carrier, as coverage rights are assigned to UwU Market.
7. Legal & Jurisdiction
This program is governed by the laws of the State of Texas
Any disputes, claims, or legal proceedings must be brought exclusively in courts located within the State of Texas
UwU Market provides this protection as a service and is not an insurance provider.
8. Acknowledgment
By purchasing Shipping Protection, the Purchaser agrees to:
Follow all claim procedures and timelines
Provide accurate shipping information
Cooperate with claim investigations