Shipping protection
Claims within 14 days of delivery
File a claim or just ask
Shipping Protection is an add-on you choose at checkout. If a protected package is lost, stolen, or damaged in transit, contact us with your order number and what happened. Once the claim is approved, we reship your order or give you store credit.
What’s covered, what isn’t
Lost, stolen, or damaged
With Shipping Protection on your order.
- Packages lost in transit.
- Packages stolen after delivery.
- Packages damaged in transit.
Address, customs, and delivery
Even with Shipping Protection.
- Missing packages or redelivery fees caused by an incorrect address.
- Delays in transit, or orders held in customs.
- Refused customs payments. Return-to-sender fees are deducted from any store credit.
- Original shipping on rejected or returned international packages.
- Packages left outside per the carrier’s terms, or delivered with a signature or to a person, where the carrier confirms correct delivery.
How to file a claim
Contact us
Reach us through our contact page with your order number and what happened.
Or email info@rnculture.com from the address on your order, subject “CLAIM for order #RNC1234”.
Sign the claim form
We send you a short form to sign. Our insurer needs it for every claim.
Reship or store credit
Once the claim is approved, we reship your order or issue store credit.
Questions
Can’t find your answer? Contact us and someone on our team will get back to you within 48 hours.
What if my package says delivered but isn’t here?
Check around your door and mailbox, ask neighbors, and give it 24 hours, since carriers sometimes scan packages as delivered early. Still missing? File a claim within 14 days of the delivery date.
What if my order didn’t have Shipping Protection?
We follow the carrier’s claims process to locate the package or declare it lost. That can take 15 to 20 days, at the carrier’s discretion.
What if I entered the wrong address?
Shipping Protection doesn’t cover a package lost to an incorrect address, or the redelivery fee. Until your order starts being prepared, you can change the address in your account.
Can I get a refund on Shipping Protection?
No. Shipping Protection is non-refundable, and by adding it at checkout you agree to these terms.
Need more help?
Confused about something, or can’t find your answer? Contact us and we’ll try to get back to you within 48 hours.
