Package Protection PolicyUpdated 6 minutes ago

Package Protection Policy (Redo)

Important:
Package Protection is not an insurance policy. It is an optional service offered by LashBox LA to assist with resolving issues related to lost or damaged shipments. All claims are reviewed and handled in accordance with the policy below.

1. Coverage Overview

Package Protection through Redo provides coverage for:

• One-time replacement for a lost package, or
• One-time exchange for a damaged item

Any additional claims, replacements, or exchanges beyond this coverage must be handled manually by the customer, and all associated fees will be the customer’s responsibility.

2. How to Submit a Claim

If your Redo-protected order is lost or damaged in transit, please submit a claim through our Redo portal:

🔗 https://www.lashboxla.com/apps/redo/returns-portal

Redo will manage the claim process and communicate with you directly via email. In some cases, Redo or our customer service team may request additional information (such as photos or documentation) and provide deadlines for submission in order to proceed with your claim.

3. How to Confirm Coverage

To verify whether Package Protection was added to your order:

• Log in to your account and review your order details, or
• Check your order confirmation email (Package Protection will appear as a line item)

4. Tracking & Claim Guidelines

Lost Packages (Stuck in Transit)

• Domestic Orders: Claims may be reviewed no earlier than 5 days and no later than 30 days from the last tracking update.
• International Orders: Claims may be reviewed no earlier than 20 days and no later than 30 days from the last tracking update.

Customers may report issues earlier, but claims will only be processed once the applicable waiting period has passed.

Damaged Items

• Claims may be reviewed with photo evidence of both the damaged item and its packaging.
• Claims must be submitted within 15 days of delivery.
• Once approved, resolutions are typically completed within 24 hours.

Stolen Orders & Address Issues

• Package Protection does not cover theft after delivery. Once a package is marked as delivered to the address provided at checkout, it is considered received.
• Coverage does not apply to orders successfully delivered to the address entered at checkout and shown on the shipping label.
• Customers are responsible for ensuring their shipping address is correct prior to fulfillment.
• Address changes must be requested before shipment. Orders delivered to an incorrect or outdated address are not eligible for coverage.