Xyrena Shipping Protection
Optional protection for your order, provided by Xyrena. Add it at checkout for 2% of your subtotal and, if your package is lost in transit, stolen after delivery, or arrives damaged, we'll send a replacement at no charge — or refund the affected items if we can't replace them.
How it works
It's on by default in your cart and you can remove it with one click ("Checkout without Protection"). The fee is calculated from your subtotal and shown before you pay.
What it does
- Lost in transit — tracking stops and the package never arrives: we replace it.
- Delivered but missing — the carrier marks it delivered but it isn't there (porch theft, wrong drop): we replace it.
- Damaged in transit — the package arrives with items broken, leaking, or crushed: we replace the affected items.
- If a replacement isn't possible (sold out, discontinued), we refund the affected items instead.
What it doesn't do
- Packages sent to an address entered incorrectly or changed after the order was placed.
- Packages refused, unclaimed, or returned for unpaid customs, duties, or taxes.
- Packages delivered to a pickup point or held location and later collected.
- Late deliveries, or items damaged after delivery.
- Orders placed without Xyrena Shipping Protection, and wholesale orders.
- The fee itself isn't refunded once your order ships.
Filing a claim
Go to xyrena.com/claims, enter your order number and email, and we'll show you exactly what can be filed and when. Lost packages: after the carrier's late-delivery period, within 30 days of shipment (45 days international). Stolen packages: 7 to 30 days after the delivery scan. Damage: within 7 days of delivery, with photos. Most claims are decided within 3 business days.
The fine print
Xyrena Shipping Protection is a service from Xyrena, not an insurance policy — no insurer is involved. One stolen-package claim per customer or address in any 12 months; a police report is needed for stolen-package claims on orders of $150 or more. Full terms are in our Terms of Service.
