Ship Protect Claim Policies

When you purchase Ship Protect, we cover lost, stolen, or damaged packages and products that fulfill the following specification. To fully understand how Ship Protect covers your package, review the following policies.

To file a claim, please complete this form.

If you don’t understand a policy or have any other questions, please reach out to customer service, and we’ll help you to the best of our ability.

Customer Input Incorrect Address

Ship Protect does not cover packages delivered to the wrong address if the customer entered the wrong address at checkout. 

If you realize that you input the wrong address, reach out to ouch@mymedic.com for assistance.

Packages Presumed Lost

When a package is presumed lost by the carrier and the status doesn't read ‘delivered,’ a claim form needs to be submitted here. The earliest a claim should be filed is 3 days after the expected delivery date and no later than 30 days after the expected delivery date for United States domestic shipping. 

Estimated Delivery Date

When 72 hours have passed from the estimated delivery date and neither a delivery nor update has been made, My Medic will consider the package lost. When we receive your claim, we will assist with the next steps. 

Invalid Address and Delivery Barriers

Occasionally, the carrier is unable to deliver your package because the address is invalid or there is an unanticipated delivery barrier. The carrier may return the package to My Medic if this is the case. Due to the circumstances, the order isn’t lost. Therefore, My Medic does not cover this occurrence. 

Partial Order Deliveries 

Some orders may be shipped in multiple boxes. If one of your packages doesn’t arrive, Ship Protect will cover the issue and resend or refund the contents of the missing package.

If an item is missing from your order, please reach out to customer service, and they will help you to the best of their ability. 

Packages Marked “Return to Sender”

Ship Protect does not cover packages marked ‘return to sender.’

Order Caught in Customs

Ship Protect does not cover packages stuck in customs.

Order Marked as Unfulfilled/Unshipped

Shipments marked unfulfilled or unshipped have yet to be shipped by My Medic for various reasons. If you have any questions regarding the status of your order and predicted shipping dates, please contact ouch@mymedic.com for further information.

Order Claim Filed too Quickly

Some carriers prematurely mark a delivery as complete while it’s still in transit. This is why we require customers to wait 3 days before submitting a Ship Protect claim. If you file a claim before the 3 days have passed, we will ask you to submit another form after the wait period has concluded. Depending on the circumstances, we may increase the wait period to 5 days at our discretion around holidays and times that have increased delivery delays.

Delivered but Missing Package

When an order is marked as delivered by the carrier but has not been received by the customer, it is considered stolen. A claim must be filed within 3 to 30 days after the expected delivery date.

Before filing a claim, we recommend checking around the premises and with other residents to ensure it wasn’t delivered without your notice.

Police Reports

My Medic may require you to file a police report for stolen packages at our discretion. If we request it, the customer will need to file a police report and also tell the police that My Medic requires a police report to process your order issue. Once the report is filed, send customer service a PDF copy of the report as well as the police report number. 

My Medic may require proof of identity, a notarized statement, address, or other documentation.

Packages Delivered to the Wrong Address

When the customer has entered the correct address into the checkout window, but the carrier delivered the package to the wrong address, My Medic will consider the package stolen and replace the order.

If the customer inputs the incorrect address at checkout, and the customer realizes it before it leaves the My Medic facility, customer service will be able to adjust the shipping address. We are unable to help customers after the package has been delivered. 

Package Containing Damaged or Broken Items

A damaged product is an item that is broken, torn, or otherwise unusable. For example, if there is a rip in a kit bag, the zipper is broken, contents were destroyed or ‘exploded,’ or there is other extensive damage that would render the product inoperable. Damaged order claims must be submitted within 30 days of the delivery date. My Medic will refund or replace the damaged product if the item was defective or damaged in transit. Otherwise My Medic will not refund or replace the product.

Cosmetic Damage

Cosmetic damage is when the products are damaged in shipping resulting in light scratches or the shipping box is damaged, but the items are otherwise fine. My Medic does not cover cosmetic damage.