Our free shipping is provided through 3rd party carriers, such as UPS. We offer shipping protection as an optional, value-added service to cover the cost of assisting customers in the event a package is lost or damaged once it is out of our hands and the hands of our 3rd party carriers. Given the potential for package theft and shipping mishaps that go beyond ours or the carrier's obligations, we want to offer customers an easy alternative for peace of mind. This service allows us to offer a simple resolution with less headache for customers that opt in. 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.