Shipping Protection Terms and Conditions

By purchasing our Shipping Protection Add-On, you agree to the following terms and conditions. This service provides protection against loss of parcels shipped through NZ Post, FedEx, DHL, and their official delivery partners.

1. What the Shipping Protection Covers

This protection covers loss of your package during transit.

A package is considered “lost” only when the shipping carrier formally declares it lost after completing their investigation.

Coverage includes:

  • Carrier-confirmed lost parcels
  • Carrier-confirmed missing or unrecoverable parcels

2. What the Shipping Protection Does Not Cover

This add-on does not cover:

  • Packages the carrier has not declared lost
  • Packages marked as “Delivered” but not found (post-delivery theft)
  • Delays due to seasonal volume, customs, weather, strikes, or other service disruptions
  • Incorrect or incomplete shipping addresses provided by the customer
  • Failure to collect parcels after attempted delivery
  • Damage to goods (unless separately specified)

Tracking updates such as “in transit”, “delayed”, “pending”, or “in customs” do not qualify as lost.

3. Replacement or Refund Process

3.1 Carrier Must Declare the Package Lost

A refund or replacement will only be issued after the shipping carrier confirms the parcel is lost.

3.2 Timeframes

Standard Period:

If the carrier has not declared the parcel lost within 60 days, we will automatically issue a refund.

Extended Period (Holiday Season or Known Disruptions):

During peak season or known service disruptions—such as international postal delays or postal strikes—packages may require up to 90 days before they can be declared lost. We will advise customers when extended timelines apply.

4. Incorrect or Incomplete Addresses

Shipping Protection does not apply to parcels lost due to:

  • Incorrect or incomplete shipping addresses entered by the customer
  • Failure to update or correct details before dispatch

Customers are responsible for ensuring accurate shipping information at checkout.

5. Customs Delays & International Shipments

International packages may experience customs holds or border processing delays. These delays do not qualify a parcel as lost.

6. “Delivered” but Not Received

If tracking states a package was delivered:

  • The shipment is considered fulfilled
  • Shipping Protection does not cover theft or misdelivery after delivery
  • Customers must file a claim directly with the carrier

7. Fraud Prevention

We reserve the right to refuse coverage in cases of:

  • Suspicious or repeated claims
  • Evidence of misuse or fraudulent activity
  • Conflicting or incomplete claim information

8. How to File a Claim

To start a claim, email our team at team@merino365.co.nz with:

  • Order number
  • Proof of Shipping Protection purchase
  • Current tracking number
  • Any communication from the carrier (if available)

We will initiate an investigation and keep you updated.

9. Limitation of Liability

Our liability under this Shipping Protection Add-On is limited to:

  • Replacement of the product, or
  • Refund of the product value (excluding shipping costs unless otherwise required by law)

10. Policy Updates

We may update or revise these terms at any time. Purchases made after such changes will be subject to the updated terms.