Our package protection is optional. However, without purchasing the protection, Premier Yarns will not be liable for any lost, incorrectly delivered, or damaged packages. You will be responsible for filing any relevant claims with the shipping carrier.
If you have purchased package protection the following policies apply.
Packages presumed to be lost in transit must be reported no sooner than 7 days since the last tracking update (contiguous US only). Non-contiguous US orders may take 1-3 weeks longer, depending on the destination. These claims can be filed no sooner than 21 days from the last tracking update, but within 30 days from the last carrier update.
Please note, we cannot reach out to the shipping carrier earlier; however, you may feel free to make us aware sooner and we will monitor the delivery.
If your package was shipped with USPS, you can also initiate a Missing Mail Search.
If a package has been Lost in transit, a conclusive investigation with the shipping courier will commence and have to subsequently conclude before reimbursement is given.
If the carrier believes that your package is making progress, we will continue to monitor the delivery.
If the carrier believes that your package is lost, we will proceed to reimbursement.
Carrier delays do occur and may impact your shipping timeframe.
If it has been 7+ days since the last tracking update (contiguous US orders), please reach out to Customer Service per the Lost in Transit policy. Otherwise, we ask that you remain patient and mindful of any weather conditions that could be impacting your delivery.
If you receive a package that has been damaged in transit, you must report it within 3 days of the delivery confirmation.
Damaged box claims will need photographic evidence, including all sides of the box or poly bag, in addition to the damaged yarn. All claims without substantial photographic evidence provided will be denied. All images will be closely scrutinized, and any suspicions of digital alterations will result in the denial of the claim.
Damaged boxes, bags, and/or yarn labels while unfortunate, are not eligible for coverage.
Damaged yarn with supporting evidence will be covered, see reimbursement information here.
If your package was delivered according to the mail carrier and you have not located it, please take the following steps:
After 48 hours without locating your package, notify Customer Service immediately. Include relevant information regarding the shipping address and where you have checked.
Packages that are reported Delivered, but that have not been received, must wait 48 hours, and be reported within 10 days from the stated delivery.
If improper delivery is suspected, a conclusive investigation with the shipping courier will commence and have to subsequently conclude before reimbursement is given.
The package will be covered if the carrier has no scan at delivery address and/or carrier can not confirm correct placement.
Porch piracy will not be covered under any circumstances.
All item(s) and colors(s) that are available will be shipped immediately. If we do not have the item or specific color, then we will provide you credit amount with a digital gift card. Gift cards do not expire and can be used online.
Please contact us here within the specified times above, and with all relevant information and evidence requested above. Please allow up to 48 hours for a response.
Filing chargebacks with your payment provider will void your package protection plan.
