We know how frustrating it is when a package doesn’t arrive as expected — whether it’s lost in transit, stolen from your doorstep, or arrives damaged. That’s why we offer Package Protection, an optional add-on at checkout that covers your order from the moment it leaves our warehouse until it’s safely in your hands.
Package Protection is powered by a third-party shipping insurance provider and is fully managed by Southern Aminos. If something goes wrong with your shipment, you file a claim with us — not with the carrier — and we handle the rest. No hold music, no transferred calls, no runaround.
Good to know: Package Protection is optional but strongly recommended. Without it, Southern Aminos is not responsible for packages that are lost, stolen, or damaged after they have been handed off to the shipping carrier.
1. What Is Package Protection?
Package Protection is a shipping insurance product offered at checkout that protects your order against the most common shipping issues. For a small percentage of your order total, you get comprehensive coverage for:
Lost Packages
Your package never arrives and tracking shows no delivery or has been stuck for an extended period
Stolen Packages
Tracking shows delivered but you never received it — porch piracy, misdelivery, or theft
Damaged Packages
Your order arrives with visible damage to the packaging or the products inside
Package Protection covers the full purchase price of the items in your order, including any applicable taxes. Shipping charges are not covered unless the entire order is lost. The coverage applies per order — if you place multiple orders, each order must have Package Protection added individually to be covered.
2. How It Works
Getting protected is simple — it takes just one click at checkout:
1
Add to Cart & Checkout
Shop as normal and proceed to checkout. You’ll see the Package Protection option displayed in your order summary, typically as a toggle or checkbox.
2
Toggle Package Protection On
Enable Package Protection with a single click. The cost is calculated as a percentage of your order subtotal and is displayed clearly before you complete your purchase.
3
Complete Your Order
Finish checkout as normal. Your order is now protected from the moment it ships. You’ll receive a confirmation email with your order details, including the Package Protection enrollment.
4
Track & Receive Your Package
Monitor your shipment using the tracking number provided. If everything goes smoothly, that’s it — your protection simply expires once the package is delivered and confirmed.
File a Claim If Needed (Hopefully Not!)
If your package is lost, stolen, or damaged, simply submit a claim through our claim form. We handle the investigation and resolution — no carrier calls required.
That’s it. One click at checkout, and you’re covered. No separate accounts to create, no policies to download, no fine print to dig through.
3. What’s Covered
Package Protection covers the following scenarios when they occur during transit or at the delivery address:
Lost in Transit
The carrier’s tracking system shows the package has not been delivered and there is no movement or update for 7+ days beyond the estimated delivery date, or the carrier has confirmed the package is lost.
Stolen / Not Received (Marked Delivered)
The carrier’s tracking shows the package as “Delivered” but you did not receive it. This includes porch piracy, misdelivery to a wrong address, or theft from the delivery location.
Damaged in Transit
The package or its contents arrive with visible physical damage sustained during shipping — including crushed boxes, broken seals, water damage, or damaged product containers.
Severely Delayed
The package is significantly delayed beyond the estimated delivery window (15+ days for standard shipping, 10+ days for express) with no reasonable explanation from the carrier.
Wrong Item Delivered
You receive a package containing incorrect items that do not match your order. (Note: simple quantity errors may be resolved through our regular customer service process without a claim.)
Coverage begins the moment your package is handed to the shipping carrier and ends once the package is confirmed as delivered to the correct address and in your possession. The coverage amount equals the merchandise subtotal of your order (excluding the cost of Package Protection itself and shipping charges).
4. What’s Not Covered
Package Protection does not cover the following scenarios. For these situations, please refer to our standard Returns & Refunds policy or contact our support team:
Buyer’s Remorse / Change of Mind
If you no longer want the items or changed your mind after ordering, this is handled under our return policy, not Package Protection.
Incorrect Address Provided by Customer
If the package is returned or lost because the shipping address you provided at checkout was incomplete, incorrect, or outdated.
Failed Delivery Attempts / Unclaimed Packages
If the carrier attempted delivery but you were unavailable, did not pick up from the carrier facility, or did not respond to delivery notices.
Orders Without Package Protection
If you opted out of Package Protection at checkout, your order is not covered. We cannot add protection retroactively after an order has been placed.
Pre-Existing Damage or Manufacturing Defects
Issues with the product itself (not caused by shipping) are covered under our product warranty, not Package Protection.
Minor Cosmetic Packaging Issues
Slight dents, scuffs, or cosmetic imperfections to the outer shipping box that do not affect the products inside.
Important: Package Protection cannot be added to an order after it has been placed. If you declined protection at checkout and your package is subsequently lost, stolen, or damaged, we are unable to process a Package Protection claim for that order.
5. Pricing
Package Protection is calculated as a small percentage of your order subtotal (before tax and shipping). The exact percentage may vary but is typically structured as follows:
| Order Subtotal |
Protection Cost |
You’re Covered For |
| $0.01 – $50.00 |
$0.99 |
Up to $50.00 |
| $50.01 – $100.00 |
$1.49 |
Up to $100.00 |
| $100.01 – $200.00 |
$2.49 |
Up to $200.00 |
| $200.01 – $300.00 |
$3.49 |
Up to $300.00 |
| $300.01+ |
~1.2% of subtotal |
Full order value |
The exact cost will be displayed at checkout before you complete your purchase. The protection fee is non-refundable once the order has been shipped, even if the claim is not ultimately used.
Pricing is subject to change without notice. The protection cost shown at the time of checkout is the final price for that order.
6. Filing a Claim
If something goes wrong with your protected order, filing a claim is straightforward. Here’s what to do:
1
Check the Tracking First
Before filing, verify the tracking status. Sometimes packages show “Delivered” but arrive later the same day, or a neighbor may have accepted it on your behalf.
2
Submit Your Claim Online
Fill out the Package Protection claim form with your order number, the issue type (lost, stolen, damaged), and a brief description of what happened. The form takes about 2 minutes.
3
Upload Required Proof
Attach the necessary documentation (see Section 9 for details). Photos of damage, screenshots of tracking, or other supporting evidence depending on the claim type.
4
We Investigate
Our team reviews your claim, contacts the carrier if necessary, and verifies the details. You don’t need to do anything else at this stage.
5
Resolution
Once approved, you’ll receive your resolution — either a full replacement order shipped at no charge, or a refund to your original payment method. You’ll be notified by email.
Tip: File your claim as soon as you identify an issue. Claims filed promptly are resolved faster because tracking data and carrier records are more readily available. Delayed claims may be more difficult to investigate.
7. Claim Timeline
To ensure the best chance of a successful claim, please observe the following timing guidelines:
| Claim Type |
When to File |
Filing Deadline |
Typical Resolution |
| Lost Package |
7 days after estimated delivery |
Within 30 days of order |
3–7 business days |
| Stolen / Not Received |
Within 48 hours of “Delivered” status |
Within 15 days of delivery date |
2–5 business days |
| Damaged Package |
Immediately upon discovery |
Within 7 days of delivery |
1–3 business days |
| Severely Delayed |
15+ days past estimated delivery |
Within 30 days of order |
3–7 business days |
Claims submitted after the filing deadline may be denied. We enforce these deadlines because carrier investigation windows close over time, making it impossible to verify claims filed too late. If you have extenuating circumstances, please contact us before the deadline expires.
8. Claim Resolutions
When a claim is approved, we offer the following resolution options:
A new order is shipped to you at no charge, with Package Protection included automatically. This is our preferred resolution for in-stock items.
A full refund of the order subtotal is issued to your original payment method. Processing time depends on your financial institution (typically 5–10 business days).
Southern Aminos reserves the right to determine the appropriate resolution based on product availability, claim type, and other factors. In most cases, we will ask for your preference, but we may default to a refund if the item is out of stock or discontinued.
The Package Protection fee itself is not refundable. Only the merchandise value of the order is covered under the claim resolution. Shipping charges are refunded only in the case of a lost package where no items were delivered.
9. Required Proof
To process your claim efficiently, please provide the following documentation based on your claim type:
Lost Package
-
Screenshot of carrier tracking showing no delivery and no movement for 7+ days
-
Confirmation that the shipping address on the order is correct
Stolen / Not Received
-
Screenshot of carrier tracking showing “Delivered” status
-
Written statement confirming you did not receive the package
-
Photo of the delivery location (if applicable and safe to do so)
-
Police report (may be requested for high-value claims)
Damaged Package
-
Clear photos of the damaged outer packaging (all sides if possible)
-
Clear photos of the damaged products inside
-
Photo of the shipping label (so we can verify the tracking number)
-
Keep all packaging and damaged items — do not dispose of them until the claim is resolved
Insufficient or unclear documentation may delay your claim or result in denial. Please ensure all photos are well-lit, in focus, and clearly show the damage. If we need additional information, we’ll reach out via email — please respond promptly to avoid delays.
10. Loss Prevention Tips
While Package Protection has you covered if something goes wrong, we’d rather your package arrive safely the first time. Here are some tips to help prevent shipping issues:
Use a Secure Delivery Address
Ship to a location where someone can receive the package — your workplace, a front desk, or a secure mailroom instead of an unattended porch.
Add Delivery Instructions
Use carrier delivery preferences to specify a safe hiding spot, gate code, or other instructions for the delivery driver.
Consider a Doorbell Camera
A video doorbell can deter porch pirates and provide valuable evidence if a claim becomes necessary.
Enable Tracking Notifications
Turn on SMS or email notifications from the carrier so you know exactly when your package is out for delivery and when it arrives.
Request a Signature
For high-value orders, consider adding signature confirmation to ensure the package is handed to a person, not left unattended.
Use a PO Box or Parcel Locker
If available in your area, a PO Box or parcel locker service provides a secure, locked location for package delivery.
These tips are especially important for high-value orders. Even with Package Protection, we’d rather see your order arrive safely than process a claim after the fact.
11. Opting Out of Package Protection
Package Protection is optional. You can decline it at checkout by toggling it off or unchecking the box. However, please understand the implications of opting out:
If You Opt Out, You Assume Full Risk
Without Package Protection, Southern Aminos is not responsible for packages that are lost, stolen, or damaged after they have been handed off to the shipping carrier. Risk of loss transfers to you upon delivery to the carrier. We will not be able to issue replacements or refunds for shipping-related issues on unprotected orders.
If you opt out and your package has an issue, you may attempt to file a claim directly with the shipping carrier. However, this process is often time-consuming, requires you to navigate carrier customer service, and carrier liability is typically limited and may not cover the full value of your order.
We strongly recommend adding Package Protection, especially for orders over $100. The small cost provides significant peace of mind and a dramatically simpler claims process compared to dealing with carriers directly.
12. Terms & Conditions
By adding Package Protection to your order, you agree to the following terms:
-
Package Protection is provided by a third-party shipping insurance provider and is administered by Southern Aminos on behalf of the customer.
-
Coverage is limited to the merchandise subtotal of the order and does not include shipping charges or the Package Protection fee itself (except as noted for lost packages).
-
Claims must be filed within the deadlines specified in Section 7. Late claims may be denied without exception.
-
Southern Aminos reserves the right to deny claims that are fraudulent, contain false information, or are submitted in bad faith. Fraudulent claims may result in permanent account suspension and legal action.
-
Package Protection is non-transferable and applies only to the original order and the original shipping address. It does not cover reshipped orders to a different address.
-
Southern Aminos’ total liability under Package Protection shall not exceed the merchandise subtotal of the order. In no event shall Southern Aminos be liable for any consequential, incidental, or special damages.
-
These Package Protection terms are in addition to, and not in lieu of, Southern Aminos’ general Terms and Conditions. In the event of a conflict, these Package Protection terms shall govern claims related to shipping protection.
-
Southern Aminos reserves the right to modify these Package Protection terms at any time. Changes are effective immediately upon posting.
If you have any questions about Package Protection, whether your order is covered, or how to file a claim, please don’t hesitate to contact our support team. We’re here to help.
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