What We Consider Lost:

• Marked as "Delivered" but Not Received: If your shipment shows as "delivered," but you haven’t received it, please allow up to 7 business days for delivery. Sometimes, couriers mark parcels as "delivered" prematurely and attempt redelivery, or your parcel may be placed in a secure location or with a neighbor.
• Tracking Not Updated for 2 Weeks: If your tracking information hasn’t been updated within 2 weeks of the ship date, we may classify your parcel as lost. However, if there are known delays due to high parcel volumes, we may consider it a delay rather than lost. In such cases, we will still work with you to provide a refund or replacement.

What We Consider Damaged:

• Items Damaged in Transit: If an item arrives damaged, such as a bottle leaking, please reach out to us. Although we take great care to prevent leaks, they can still occur due to manufacturing defects or extreme heat during transit. We may not always be able to replace the item, but we will do our best to make things right.
• Missing Items Due to Box/Packet Damage: If part of your order is missing because the package was damaged in transit, contact us immediately at support@barbank.com with photos so we can assess the situation and help resolve it.

What We Do Not Cover:

• Parcels missing or incurring redelivery fees due to incorrect address information provided by you.
• Delays in transit that are beyond our control.
• Return-to-sender fees will be deducted from your refund.
• Items returned for a refund or exchange that are not in a resaleable condition (damaged label, broken seal, opened or consumed).
• Items that go missing after being left outside your property as per your request to the courier. This voids any claim rights according to the carrier’s terms and conditions.

How to Submit a Claim:

If your parcel is lost or damaged, please fill out the form below with the required information. Our customer service team will respond within 1-2 business days. Be sure to include the following details in your claim:

• Name: Name used on order
• Claim ID: Use the format "CLAIM for order #12345".
• Subject: Description of the Issue &Photos of the Damage

We will continue tracking your parcel, and if it is located, we request that you send it back to us at our expense.

By choosing Captain Insure, you agree to these terms. We kindly ask that you do not contact us about a missing parcel until the designated time has passed for it to be deemed lost.

Our Policy for Unprotected Parcels:

If you choose not to protect your delivery with Captain Insure, we will follow the courier's claims policy to either locate your parcel or declare it lost. This process may take 6-8 weeks and is subject to the courier’s discretion.

If your parcel is shown to be delivered via GPS location or photographic evidence (at your property, with a neighbor, or at a secure location), we cannot offer a refund or replacement.

Captain Insure is non-refundable and is our in-house policy to provide peace of mind for your deliveries.