1. Overview

At checkout, customers may add ezShip Package Protection to their order. When ezShip is added to an order, ezPeps will provide enhanced remedies for certain shipping issues, including faster reships, refund eligibility for theft and porch loss, and a late-delivery shipping refund on expedited services. Orders without ezShip are still subject to ezPeps’ standard customer-service handling, but on slower timelines and with narrower remedies, as outlined throughout these Terms.

ezShip is selected during the shipping step of checkout and may be removed at the review step prior to placing the order. By placing an order with ezShip Package Protection added, you accept these Terms.

2. Pricing & Coverage Limit

The ezShip fee is calculated based on the order subtotal (excluding shipping, taxes, and the ezShip fee itself) using the following formula:

• Orders with a subtotal of $100 or less: a flat $2.99.
• Orders with a subtotal greater than $100: $2.99 plus 2.1% of the subtotal above $100, rounded up to the nearest $0.49 or $0.99.
• Maximum fee: $42.99, applied to any order with a subtotal of $2,000 or more.

Examples:

Coverage limit. The maximum amount payable on any single claim under ezShip is $2,000, regardless of the order subtotal. For orders that exceed $2,000 in subtotal, the protection fee does not increase beyond $42.99 and coverage does not extend beyond $2,000. Customers with orders above $2,000 in subtotal may wish to consider splitting orders or purchasing additional protection through their carrier.

3. Key Definitions

4. What’s Covered: With and Without ezShip

The table below summarizes how each scenario is handled with and without ezShip Package Protection.

5. Wait Periods Before You Can File

Wait periods exist because carriers commonly resolve their own delivery exceptions within a short window. Most “delivered but not received” packages and most “no movement” packages turn up on their own within a few days. The wait periods below apply from the most recent qualifying carrier event (the delivery scan, the ship date, or the last tracking update, as applicable).

• Marked delivered, not received: 24 hours with ezShip.
• Lost in transit (no scan progress or no scheduled delivery date): 5 business days with ezShip; 10 business days without.
• Never scanned in: 3 business days with ezShip; 5 business days without.
• Porch theft: no minimum wait; a claim may be opened once the customer has confirmed theft and is prepared to submit the required documentation.
• Damaged in transit: no wait period; should be reported promptly upon receipt of the damaged item.

6. Filing a Claim

All claims must be filed directly with ezPeps through our support flow at ezpeps.com/support.

Filing windows. Claims must be filed within the following maximum windows, measured from the indicated reference event:

• Damaged in transit: within 7 days of delivery.
• Marked delivered, not received / porch theft: within 14 days of the carrier’s delivery scan.
• Lost in transit / no scan progress / never scanned in: within 30 days of the last carrier tracking update, or within 30 days of the ship date if no tracking update has occurred.
• Late delivery on expedited service: within 14 days of the actual delivery date.

Claims filed outside these windows will be denied.

7. Documentation Requirements

To process a claim, ezPeps requires the following documentation, as applicable to the scenario:

For all claims

• Order number and tracking number.
• The email address associated with the original order.
• A description of the issue.

For damaged in transit

• Photographs of the damaged item.
• Photographs of the shipping label and the exterior of the package showing damage.
• Photographs of the interior packing materials, where relevant.
• The original shipping packaging must be retained until the claim is closed. Discarded packaging may result in claim denial.

For marked delivered, not received

• A customer attestation confirming the customer has: searched the delivery location and surrounding area; checked with household members and, where applicable, building management or a doorman; and contacted the carrier directly to request scan-location detail.
• A police report is required for a refund remedy. A police report is also required for any claim where the order subtotal exceeds $100, or for any customer’s second or later claim within a rolling 12-month period.

For porch theft

• A signed affidavit attesting to the theft.
• A police report.
• Surveillance footage, photographs, or other physical evidence where available. Evidence is not strictly required but materially strengthens the claim.

8. Resolution: Reship vs. Refund

ezPeps will work with the customer to determine the most appropriate resolution, subject to the following rules.

Reship. Where reship is the chosen remedy, ezPeps will ship a replacement of the original items at no additional cost to the customer, using a comparable shipping service. If the original items are out of stock, ezPeps may offer a comparable substitute, a refund, or store credit at its discretion.

Refund. Where refund is the chosen remedy, the refund will cover the order subtotal, taxes, and shipping for the affected items. The ezShip Package Protection fee is non-refundable once the order has shipped.

Selection. Where ezShip applies, the customer may choose between reship and refund, subject to documentation requirements (see Section 7) and the limitations in Section 5.

Coverage limit. Total resolution value on any single claim will not exceed $2,000. For losses exceeding $2,000, ezPeps will provide the maximum coverage and the customer is responsible for any remaining balance.

9. Exclusions & What We Do Not Cover

ezShip Package Protection does not cover the following, in any circumstance:

• Wrong address provided by the customer at checkout. See Section 4 for available options.
• Packages returned to sender for invalid address, refusal at delivery, or non-pickup, except as expressly provided in Section 4.
• Customer-initiated signature waivers or carrier delivery instructions to leave the package without signature on orders that require signature. See Section 10.
• Temperature- or environmental-related damage. ezPeps does not currently offer temperature-controlled shipping. Claims based on product degradation, melting, freezing, exposure, or other environmental factors are not covered.
• Manufacturing defects, product appearance issues, or quality complaints that are not directly attributable to physical damage sustained in transit.
• Late delivery on non-expedited services (e.g., ground services), or on expedited services to destinations outside the contiguous 48 United States.
• Customs, duties, taxes, regulatory holds, or seizure of any kind.
• Packages held, redirected, or rescheduled at the customer’s request through carrier delivery-management tools.
• Force majeure events, including natural disasters, declared emergencies, carrier strikes or work stoppages, and acts of war or terrorism.
• Indirect, incidental, or consequential losses of any kind, including but not limited to lost research time, lost business opportunities, or other downstream costs.

10. Signature-Required Orders

Orders with a subtotal of $500 or more, and any order ezPeps determines in its discretion requires signature, will be shipped with adult signature required. For these orders:

• A signature must be obtained at delivery for ezShip Package Protection to apply.
• If the customer initiates a signature waiver, including by selecting “leave at door” or any equivalent option through UPS My Choice, FedEx Delivery Manager, an InfoNotice, or a similar carrier tool, all ezShip coverage is forfeited for that shipment.
• If the customer will not be available to sign, ezPeps strongly recommends redirecting the package to a UPS Access Point, FedEx Hold at Location, or equivalent secured pickup point.

11. If the Original Package Arrives After Resolution

If a package that ezPeps has already reshipped or refunded under ezShip subsequently arrives at the customer’s delivery address, the customer must:

1. Notify ezPeps within 7 days of receipt of the late-arriving package, and
2. Either (a) return the late-arriving package using a prepaid return label provided by ezPeps, or (b) pay for the duplicate items at the original order price.

If the customer fails to do either within 14 days of the late-arriving package’s receipt, ezPeps will:

• Forfeit any store credit or loyalty points on the customer’s account up to the value of the duplicate, and
• Apply any remaining balance to the customer’s account. The balance must be settled before any subsequent order may be placed.

Repeated occurrences may result in account suspension or termination at ezPeps’ discretion.

12. Repeat Claim Policy

A customer may file up to two (2) ezShip claims in any rolling 12-month period. A third or later claim within the same rolling 12-month period will require a police report and identity verification regardless of the claim type or amount.

For purposes of this limit, a reship under Section 4 (Returned to Sender, with ezShip) does not count toward the rolling claim total.

ezPeps may identify and group related customer accounts based on email address, shipping address, billing address, payment method, and other available signals for the purposes of applying this limit and detecting abuse.

13. Fraud, Misrepresentation & Account Actions

ezPeps reserves the right, in its sole discretion, to:

• Deny any claim that ezPeps reasonably believes to be fraudulent, abusive, or supported by false or materially incomplete information.
• Require additional documentation, including identity verification, before processing any claim.
• Suspend or terminate ezShip eligibility, or restrict an account from purchasing ezShip on future orders.
• Recover amounts paid out where ezPeps subsequently determines a claim was paid based on inaccurate or fraudulent information.
• Refer suspected fraud to law enforcement.

Customers who knowingly submit false information in connection with an ezShip claim are responsible for any resulting losses and may face additional legal consequences.

14. Cancellation & Refund of the Protection Fee

ezShip Package Protection may be removed from an order at the review step of checkout prior to placing the order. Once an order is placed, the ezShip fee may be refunded only if the entire order is cancelled prior to shipment. Once the order has shipped, the ezShip fee is non-refundable.

15. Legal Disclaimer

ezShip Package Protection is not insurance. It is a contractual promise made directly by ezPeps to provide the specific remedies described in these Terms when the corresponding conditions are met. ezPeps is not licensed as an insurer in any jurisdiction and does not transact insurance business. No third party underwrites the ezShip program.

To the maximum extent permitted by law, ezPeps’ total liability arising out of or relating to ezShip, for any cause and under any theory, is limited to the lesser of (a) the per-claim coverage limit set forth in Section 2 or (b) the actual amount of the documented loss. ezPeps is not liable for indirect, incidental, special, consequential, or punitive damages.

Nothing in these Terms limits any non-waivable rights you may have under applicable consumer protection law. Where any provision of these Terms is found to be unenforceable, the remaining provisions remain in full effect.

16. Changes to These Terms

ezPeps may update these Terms from time to time. The version of the Terms in effect at the time you place an order applies to that order. Material changes will be reflected by an updated effective date at the top of this page.

17. Contact

Questions about ezShip Package Protection, or claims under these Terms, should be directed to ezPeps customer support at ezpeps.com/support.