If purchased with the order in the checkout process, our shipping protection covers any items that are lost or damaged as long as they meet the following criteria. Please note that we cannot add shipping protection to any orders after they have been placed, and that all shipping protection charges are nonrefundable.
Lost Items
Your order may be considered lost if it meets one of the following criteria:
- It has been 7 days since the last tracking update was made and your package has still not been marked as “delivered” by the carrier. (If your order was shipped outside the contiguous US, please wait 21 days for an update.)
- Your order has been marked as “delivered” by the carrier for more than 48 hours without any update or delivery attempt from the carrier.
If you believe your order has been lost, please contact us within 30 days after the last update from the carrier so we can assist with next steps.
Damaged Items
If you believe an item in your order has been damaged beyond use in transit, please contact us within 3 days of delivery and we will assist you with next steps. Please note that we may require photo or video proof of any damages to the product prior to issuing any resolution.
Other Situations
Please note that if an incorrect or invalid address was provided at checkout, we cannot provide coverage for this under shipping protection. Additionally, shipping protection can only be added to your order at the time of purchase. We cannot retroactively add shipping protection to an order once it has already been placed.
Resolutions
We will work with you to identify the best possible resolution for your issue. If the item you purchased is still in stock, we will send a replacement product to you at no additional charge. If the item is out of stock, we will provide you with a store credit to purchase the item when it comes back in stock or another item of the same price.
Unfortunately, we cannot cover lost or damaged packages for orders where shipping protection was not purchased. While any resolutions to these issues are at the discretion of Thursday Boot Company, please contact us if you experience any of these issues - we’re happy to help however we can!
Exchange Orders
If you purchased shipping protection at checkout and later need to exchange your order, please note that we will extend your shipping protection to cover the exchange order as well.
Non-US Addresses
We currently only offer shipping protection for orders shipping within the United States. If you have any issues with an order shipped outside of the US, including a lost or damaged package, please contact us so we can assist you.