Exquisite Crystals Premium Delivery Guarantee
Add premium delivery protection to your order at checkout for priority, hassle-free resolution if your shipment is lost, damaged in transit, or stolen.
- What it is: A voluntary, optional merchant service contract. By selecting this service, you are paying for expedited priority resolution directly from our store. If your package is lost, damaged, or stolen, we bypass standard, lengthy shipping carrier claims and promptly issue a replacement shipment or a refund.
- What it is NOT: This service is not an insurance policy. Exquisite Crystals is not a licensed insurance company, underwriter, or agent. This fee does not purchase a third-party insurance policy for your benefit, and you are not an insured party under any insurance coverage. This is a private commercial agreement detailing how our store handles transit exceptions for your order.
Premium Delivery Guarantee Terms & Conditions
1. Overview and Nature of the Program
By purchasing the optional Exquisite Crystals Premium Delivery Guarantee ("Premium Delivery Guarantee"), you are purchasing a contractual service enhancement provided directly by Exquisite Crystals ("We," "Us," "Our"). This Premium Delivery Guarantee is a self-funded merchant service contract. It is not an insurance policy, a contract of insurance, or an insurance product. We are not a licensed insurance company, broker, or agent, and this program is not regulated by any state department of insurance, nor is it backed by a licensed insurance provider. This service represents our internal commercial commitment to resolve specific delivery issues under the terms set forth below.
2. Scope of Protection
The Premium Delivery Guarantee is an optional service available at checkout. It applies strictly to the specific order with which it was purchased. It covers eligible domestic and international shipments against the following occurrences while in transit:
- Loss: The carrier has officially declared the package lost, or a tracking number has shown no activity or updates for more than 7 consecutive business days.
- Damage: The items arrived in a physically broken, unusable, or severely damaged state as a direct result of transit conditions.
- Theft: The package tracking status is marked as "Delivered" by the carrier, but you did not receive it.
3. Program Exclusions
The Premium Delivery Guarantee does not apply to delivery failures caused by circumstances within your control or external macro-events, including but not limited to:
- Incorrect Information: Delivery failures resulting from an incorrect, incomplete, or invalid shipping address provided at checkout.
- Delays: Shipments delayed due to customs processing, carrier sorting backlogs, severe weather, or acts of God.
- Recipients’ Actions: Packages stolen after they have been successfully received or safely brought inside by the resident or an authorized recipient.
4. How to File a Request for Resolution
To invoke your Premium Delivery Guarantee, you must submit a formal request to our support team at [email protected] within the following strict timeframes:
- Damaged Items: Within 5 days of the carrier's tracking delivery date. You must provide clear photographic evidence of the damaged item and the exterior packaging.
- Lost Shipments: No sooner than 7 days and no later than 30 days after the last tracking update.
- Stolen Packages: No sooner than 2 days and no later than 14 days from the time the carrier marked the package as delivered.
5. Program Remedies
If we approve your request under these terms, we will, at our sole discretion, provide one of the following resolutions:
- Replacement: Ship a replacement order of the exact items originally purchased, subject to current inventory availability. If an item is out of stock, an item of equal value or a store credit will be offered.
- Refund: Issue a refund for the cost of the covered items back to your original payment method.
Note: The cost of the optional Premium Delivery Guarantee fee itself is non-refundable once the package has shipped.
6. Limitation of Liability and Governing Law
Our total liability under this Premium Delivery Guarantee program is strictly limited to the net purchase price of the items in the specific order protected. This agreement is governed by and construed in accordance with the laws of our operating jurisdiction, without regard to its conflict of law principles.