Parcel Protect is a delivery protection service provided by National Transport Insurance (NTI). It helps protect eligible orders if they are lost, damaged, or stolen during delivery.

Parcel Protect is a brand of National Transport Insurance, a joint venture of the insurers CGU Australia Pty Ltd trading as CGU Insurance (ABN 62 004 478 960, AFSL 700014) and AAI Limited trading as Vero Insurance (ABN 48 005 297 807, AFSL 230859), each holding a 50% share. National Transport Insurance is administered on behalf of the insurers by NTI Limited (ABN 84 000 746 109, AFSL 237246).

While we work closely with trusted delivery partners, unexpected delivery issues can occasionally occur. We've partnered with Parcel Protect to provide a faster, more transparent claims experience through a dedicated self-service portal. This allows you to submit your claim, upload supporting information, and track its progress directly. Although Parcel Protect manages the claim assessment, our Customer Support team remains available if you need assistance at any stage.

Parcel Protect may cover eligible orders that are lost in transit, damaged during shipping, or stolen after delivery (where eligible). All claims are assessed in accordance with the Parcel Protect policy terms and conditions.

All products purchased through our store are currently eligible for Parcel Protect. However, not every claim will be approved.

Claims may not be covered if, for example:

• An incorrect or incomplete delivery address was provided at checkout.
• The claim does not meet the Parcel Protect policy terms and conditions.
• Required information or supporting evidence cannot be provided.
• The circumstances of the claim fall outside the Parcel Protect policy.

No. We've partnered with Parcel Protect and cover the cost of the delivery protection for eligible orders, so there's nothing extra for you to purchase. We want you to shop with confidence, knowing your order is protected in the unlikely event that it's lost in transit, arrives damaged, or is stolen (where eligible). If you ever need to make a claim, Parcel Protect provides a simple self-service claims portal, and our Customer Support team is always available to assist if you need any help along the way.

Before submitting a claim, please check your parcel's tracking information.

Lost Parcel

You may lodge a Lost Parcel claim if:

• The courier has officially declared your parcel as lost or
• Your tracking has not been updated for:
• More than 3 business days (Capital Cities), or
• More than 5 business days (Other Areas).

Important: If your tracking has not been updated for the timeframes above, you may lodge a claim to start an investigation. This does not mean your parcel has been confirmed as lost. Parcel Protect, the courier, and our Customer Support team will investigate the whereabouts of your parcel. A Lost Parcel claim can only be approved once the investigation confirms the parcel has been lost in transit.

Damaged Parcel

If your parcel arrives damaged, lodge a claim as soon as possible after delivery. Please include any requested photos and supporting information to help Parcel Protect assess your claim.

Stolen Parcel

If your parcel is marked as Delivered but cannot be located after checking your property and confirming the delivery details, lodge a claim as soon as possible. Please provide all requested information so your claim can be assessed promptly.

Click the Lodge a Claim button, enter your order details, provide any requested information or photos, and submit your claim. Parcel Protect will review your claim and keep you updated throughout the assessment. If you have any questions or need assistance completing your claim, our Customer Support team is happy to help.

Depending on your claim, you may be asked to provide your order number, delivery address, photos of the item and packaging (if applicable), and a brief description of what happened.

Claims are reviewed as quickly as possible. Assessment times may vary depending on the type of claim and the information provided. You'll receive updates directly from Parcel Protect throughout the process.

Claims are assessed by the Parcel Protect claims team. Their dedicated claims process helps ensure your claim is reviewed efficiently while keeping you informed of its progress.

Not necessarily. A delayed parcel is not automatically considered lost.

If your tracking has not been updated for the following timeframes, you may start the claim process:

• Capital Cities: More than 3 business days since the last tracking update.
• Other Areas: More than 5 business days since the last tracking update.

Submitting a claim at this stage allows Parcel Protect, the courier, and our Customer Support team to begin investigating your parcel.

No. Parcel Protect does not provide cover for delayed deliveries.

A parcel must be confirmed as lost in transit before a Lost Parcel claim can be approved.

If your Lost Parcel claim is approved, you'll generally be able to choose between:

• A replacement order, subject to product availability, or
• A refund, in accordance with the Parcel Protect policy.

The available resolution options will be confirmed by Parcel Protect once your claim has been assessed.

Step 1 – Check your parcel status

If your parcel has arrived damaged, appears to have been stolen, or has been declared lost in transit, you're ready to lodge a claim.

Step 2 – Lodge your claim

Lost, Damaged or Stolen during delivery?

Click the Lodge a Claim button. You'll be directed to a new window where you can complete the online claim form using your order details.

Step 3 – Provide supporting information

Upload any requested photos or documents to help Parcel Protect assess your claim.

Step 4 – Track your claim

Parcel Protect will review your claim and keep you informed throughout the assessment process.

Need Help?

If you have any questions about your order or need assistance with your Parcel Protect claim, our Customer Support team is always happy to help. While Parcel Protect manages the claim assessment, we're here to support you throughout the process and ensure you have the assistance you need.