ShipProtect (Shipping Protection)

ShipProtect is optional shipping protection you can add at checkout to help cover your order if it’s lost, stolen, or damaged while in transit.

ShipProtect must be selected at checkout and can’t be added after an order is placed.

Because we’re a small business shipping from Hawaiʻi, once a package is handed off to the mail carrier, we don’t have control over how it’s handled. ShipProtect is here to make the “what now?” part easier if something goes wrong.

What ShipProtect covers

ShipProtect may cover the following situations after your order leaves our hands and is with the carrier:

Lost in transit (tracking stops updating or the package never arrives)
Stolen (marked delivered, but you believe it was stolen)
Damaged in transit (items arrive damaged due to shipping)

What ShipProtect does not cover

ShipProtect does not cover:

Wrong or incomplete address entered at checkout
Buyer’s remorse (ex: changed mind, no longer need the item)
Delayed but delivered shipments (carrier delays where the package still arrives)

How resolutions work (replacement first)

When a claim is approved, our standard resolution is:

Replacement first (when the item is available), or
Refund if a replacement isn’t possible (for example, if the item is sold out/unavailable)

Claim window (when to contact us)

To be eligible for ShipProtect, please contact us within:

Damaged packages: within 7 days of delivery
Stolen packages: within 7 days of delivery
Lost packages: once your shipment meets the “lost” criteria below

When a package is considered “lost”

A package may be considered lost when carrier tracking shows:

No movement for 7 consecutive days

Note: “No movement” means no new carrier tracking scans/updates.

How to file a ShipProtect claim

Email aloha@thekeikidept.com with:

Your order number
A short description of what happened (lost, stolen, or damaged)
Any helpful photos or details (especially for damage)

If your order arrived damaged

Please include:

Photos of the damaged item(s)
Photos of the packaging (including the shipping box/mailers)

If your package is marked delivered but you didn’t receive it

Before filing, we strongly recommend:

Checking around your property/mailbox area
Checking with neighbors (misdeliveries happen)
Contacting your local post office to request delivery scan details (including GPS location)

Proof required for stolen packages

For stolen-package claims, we require:

A written statement describing the situation
A police report for orders over $100

If a package is found after a replacement or refund

If your original package is located or delivered after a replacement or refund has been issued, you agree to work with us to return the extra items or repay for the order.