LABL Package Protection covers lost, stolen, and damaged items that meet the policy guidelines below. Read each section carefully — claim eligibility depends on the specific scenario and timing.
Lost Items
Claims for lost packages must be filed after the following waiting periods:
| Shipment Type | Standard Window | Holiday Window |
|---|---|---|
| Domestic | 7 days without tracking updates | 20 days |
| International | 21 days (within 30 days of last checkpoint) | 30 days |
What's Covered
- "Delivered but not received" — Approved for reshipment. Refund decisions at LABL's discretion.
- Items shipped in multiple packages — If a missing item was in a separate tracking number, it's covered.
- Forwarding address issues — Covered at LABL's discretion.
What's Not Covered
- Return to sender — Items returned to merchant are not covered (exception: perishables).
- Partial orders in same package — If missing items were part of the same shipment, not covered.
- Unfulfilled/unshipped orders — Must be shipped to be eligible.
- Claims filed same day as delivery — A 5-business-day waiting period is required.
- Customs-impacted orders — Customers are responsible for customs fees.
Stolen Items
Defined as packages verified as "delivered but not received."
| Rule | Standard | Holiday |
|---|---|---|
| Minimum waiting period | 5 days from delivery | 7 days |
| Maximum claim window | 15 days from delivery | 20 days |
Special Cases
- Carrier delivered to wrong address — Covered as theft.
- Customer entered wrong address — Not covered; customer is directed to the retailer.
Damaged Items
Items must be "unusable" (fractured, shattered, non-functional) to qualify. Cosmetic damage does not qualify.
| Requirement | Details |
|---|---|
| Claim window | 15 days from delivery (standard and holiday) |
| Evidence required | Photos of damaged items AND packaging |
| Disposal | Follow local ordinances; return not required unless specified by retailer |
General Policy Rules
Subscriptions
Eligible items in active subscriptions receive replacements. If the item can't be reordered, a refund is provided.
Customized Items
Replacements are not available for customized items — refunds are issued instead.
Out-of-Stock Items
Refunds are provided for out-of-stock items.
Expedited Shipping
Shipping delays are not covered. Replacements with expedited shipping are possible at LABL's discretion.
Customer Satisfaction
General dissatisfaction (wrong size, didn't like the product) is not covered — direct customers to your store's return policy instead.
Coverage Limitations
- Shipments to countries sanctioned by U.S. regulations
- Installment payment refunds (customer must work with payment provider)
- Claims with no tracking information available
- Claims filed after the expiration window
- Shipping cost reimbursements (at LABL's discretion)
Claim Timelines — Quick Reference
| Claim Type | Standard | Holiday |
|---|---|---|
| Lost (Domestic) | After 7 days | After 20 days |
| Lost (International) | After 21 days | After 30 days |
| Stolen | 5–15 days after delivery | 7–20 days after delivery |
| Damaged | Within 15 days | Within 15 days |
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