Shipping Protection by Extend protects your packages if they’re lost, stolen, or damaged during shipping. We protect packages shipped to destinations in the United States and Puerto Rico. Not all items are eligible for coverage. Please see "What's not covered by Shipping Protection by Extend?" below.
Coverage kicks in when the package has shipped from the merchant. We will receive notice that the package has shipped when the shipping carrier first scans the package. You can also typically find this date on the shipping carrier’s tracking site. Please keep in mind that if a shipping label is created, but not yet scanned by the shipping carrier, the coverage hasn’t kicked in. Extend’s coverage ends when one of these things happens:
Extend makes it easy to file claims online or by phone. You have a few options for filing a claim:
When you file a claim, we’ll ask you to tell us if the item(s) were lost, stolen or damaged. If the package contains multiple items we may ask you to confirm which covered items are affected. We may ask you for some more details and documents as part of your claim. Those documents may include:
If you aren’t able to provide these documents within 60 days, we may deny your claim.
If your package is damaged, you can file a claim as soon as it is delivered. If your package is lost or stolen, you can file a claim 5 days after your estimated delivery date. You can typically find this date on the shipping carrier’s tracking site. If the carrier’s tracking page does not show an estimated delivery date or shows “Pending”, please contact Extend’s support team, and they will help you complete your claim. You can reach our support team online or by phone at (877) 248-7707.We ask you to wait 5 days because packages are sometimes delayed in transit, prematurely marked as delivered or misdelivered but eventually rerouted to the correct destination.For example, if your shipping carrier's tracking page shows:
For international packages that may be lost or stolen, please wait 20 days after your estimated delivery date before you file a claim.You have up to 60 days after your estimated delivery date to file all claims.
Most of the time, Extend will send you store credit or a gift card that equals the paid value of the covered items including shipping and taxes so you can quickly order a replacement. In some cases, Extend will ship a replacement product directly to you.If you also purchased a protection plan, this will be refunded to you or transferred to your replacement product.
Some items aren’t covered.Not every item is eligible for shipping protection. Below are items that cannot be covered by Shipping Protection by Extend:
Order issues that can’t be approved. Please contact the merchant for these order issues:
Shipment issues that can’t be approved.Sometimes packages may not be in transit or delivered, or they may be returned to the sender for various reasons. In these cases, the package is still insured. However, the claim may not be approved for the following reasons:
If your order hasn’t shipped yet, please contact the merchant to adjust the order. If the order has already shipped, shipping protection coverage is in effect, and Extend can’t provide a refund.Extend cannot cancel the protection once purchased except in cases of fraud, material misrepresentation or non-payment by you. Extend may also be required to cancel the protection plan by a regulatory authority.If shipping protection was inadvertently attached to items that cannot be covered, please contact the merchant to cancel your plan and refund the shipping protection fees. If you file a claim for that item before the plan is canceled, Extend will refund the shipping protection fees less the cost of the claims settled.If shipping protection was automatically included in your order by the merchant, you may not cancel your plan.
No, shipping protection is not transferable to other items not originally covered at the time of purchase. If you want to add shipping protection to a recent purchase that hasn’t shipped yet, contact the merchant to see if this is possible.
After we pay your claim, Extend may ask for your help recovering lost, stolen or damaged items. Don’t worry – we will only ask for reasonable assistance.The information in this Shopper’s Guide to Shipping Protection by Extend is only a summary* of the full Marine Open Cargo Policy underwritten for the account of Extend, Inc. which is effective from January 1, 2022 – January 1, 2023. Coverage is secured via Extend Insurance Agency, Inc.(“EIA”) through Overtime Insurance Solutions Corporation (“OTIS”) and policy number V1.1.2. All insurance coverage is subject to the full terms and conditions of the policy. *This summary is provided as a matter of information only and confers no legal or contractual rights upon the recipient. This summary does not amend, extend or alter the coverage, terms, exclusions and conditions afforded by the policy referenced here.
