At Qlives, we take the safety of your purchase seriously. That’s why we automatically insure all packages shipped through Canada Post to protect against theft, loss, non-delivery, or damage during transit. Below are the details of our shipping insurance policy.
Coverage
All orders are automatically insured by Canada Post and cover the following:
- Theft: If your package is stolen during transit.
- Loss: If your package is lost and cannot be located by Canada Post.
- Non-delivery: If the package is not delivered to the address provided.
- Damage: If your package or its contents are damaged during transit.
How to File a Claim
In the unfortunate event that your package is lost, stolen, or arrives damaged, please follow these steps to file a claim:
- Contact us within 7 days of delivery or the expected delivery date: Email our support team at info@qlives.com with your order number and details of the issue.
- Provide documentation:
- For damaged packages, please provide photos of the damaged packaging and items.
- For theft, loss, or non-delivery, we will work with Canada Post to investigate the issue.
- Investigation and claim process: Once we receive your claim, we will immediately initiate an investigation with Canada Post. Please allow 10-15 business days for the claim process. We will keep you informed throughout the process.
- Resolution: If the claim is approved, we will issue a replacement (if available) or provide a refund for the full value of your order, including shipping costs.
Exclusions
Shipping insurance does not cover:
- Incorrect addresses provided by the customer: Please ensure that your shipping information is accurate to avoid non-delivery.
- Theft after confirmed delivery: Once a package has been marked as delivered by Canada Post, we are no longer liable for theft. Please ensure you have a secure delivery location.
Shipping Times and Delays
While shipping insurance covers loss and damage, it does not cover delays due to customs, weather, or other unforeseen events. We recommend monitoring your tracking information for updates.
Contact Us
If you have any questions about our shipping insurance policy, or if you need assistance with a claim, please contact our customer service team at info@qlives.com.