Shipping Protection Policy
LVLUP Health offers an optional Order Protection service at checkout to give you added peace of mind during the shipping process. This is a store-provided service — not an insurance product — and is handled in-house at our discretion.
Pricing
Order Protection is charged at $10 USD or 5% of the total order value (whichever is greater). The fee is automatically calculated and visible at checkout. This service is optional and must be selected prior to completing your order.
What’s Covered
When added at checkout, Order Protection covers the following:
- Lost in Transit: If your package does not arrive within the estimated timeframe and the shipping carrier confirms it has been lost.
- Stolen After Delivery: If your package is marked as delivered but you did not receive it, and credible evidence supports possible theft (e.g., police report, security footage, sworn affidavit).
- Damaged Items: If your order arrives visibly damaged due to shipping or mishandling.
When You Can Make a Claim
Claims can only be submitted after either:
- The order has been marked as lost or undeliverable by the courier; or
- Six (6) weeks have passed since the package has shipped and the package has still not arrived
- If you claim is submitted more than 20 days since the last tracking update, your covered value may be reduced.
To initiate a claim, email [email protected] with your order number, a description of the issue, and any supporting documentation (e.g., photos, police report, tracking screenshots).
Exclusions — What’s Not Covered
- Orders placed without selecting and paying for Order Protection at checkout.
- Orders delivered to incorrect addresses due to inaccurate customer information.
- Orders returned to sender due to non-payment of customs/import fees by the customer.
- Packages shown as "delivered" with valid proof of delivery, unless substantial evidence of theft is provided.
- Minor damage to product boxes or external packaging that does not affect product integrity.
Limitations and Discretion
LVLUP Health retains full discretion in deciding whether to replace or refund an order under this policy. Filing a claim does not guarantee replacement or refund.
If approved, we will either replace the product or refund you in the same form of payment used for the original purchase (or in store credit, at our discretion).
Legal Disclaimer
Order Protection is a value-added store service and not an insurance product. It does not provide insurance coverage and is not regulated under insurance law. LVLUP Health is not a licensed insurer and does not underwrite third-party risks. By purchasing Order Protection, you agree that:
- The service is provided internally by LVLUP Health;
- You understand it does not create legal rights outside of our store policy;
- All decisions on claims are final and made solely by LVLUP Health.
If you decline Order Protection at checkout, any claims related to loss, theft, damage, or customs issues fall under our standard Shipping Policy and Return and Refund Policy.
For full legal details, please refer to our Terms of Service, which governs and supersedes this summary Shipping Protection Policy.