Shipping Protection – Terms & Conditions
Overview
This Shipping Protection Terms & Conditions ("Terms") governs the optional Shipping Protection Program ("Shipping Protection") offered by The Dua Brand ("The Dua Brand," "we," "us," or "our").
Shipping Protection is an optional service available during checkout that provides additional protection for eligible shipping-related issues that may occur during transit. By purchasing Shipping Protection, you agree to the terms and conditions outlined below.
Shipping Protection applies only to the specific order for which it was purchased and cannot be transferred to another order.
Why Choose Shipping Protection?
Shipping Protection is designed to provide added peace of mind when your order is in transit.
If your protected order experiences an eligible shipping issue—such as being lost, stolen, damaged, incorrectly delivered, containing missing items, or encountering other qualifying shipping-related problems—our team will work with you to review the claim and provide an appropriate resolution in accordance with these Terms & Conditions.
Our goal is to make resolving eligible shipping issues as simple and efficient as possible while ensuring a fair review process for every customer.
Eligible Shipping Issues
Shipping Protection may provide coverage for eligible shipping-related issues, including:
- Lost packages
- Stolen packages
- Damaged items
- Missing items
- Incorrect delivery (where the correct shipping address was provided but the carrier delivered to the wrong location)
- Eligible carrier delays
- Eligible returned-to-sender shipments caused by carrier-related delivery issues
Shipping Protection does not cover:
- Orders where an incorrect shipping address was entered during checkout
- Customs duties, VAT, import taxes, brokerage fees, or similar government-imposed charges
- Customs inspections, customs delays, confiscations, or seizures
- Any other situations excluded under The Dua Brand's International Shipping Policy
Coverage for all Shipping Protection claims is subject to review and approval by The Dua Brand in accordance with these Terms & Conditions.
Purchasing Shipping Protection
Shipping Protection is available as an optional service during checkout.
By purchasing Shipping Protection, you acknowledge and agree that:
- Shipping Protection must be selected and purchased during checkout.
- Shipping Protection cannot be added after an order has been placed.
- Shipping Protection only applies to the specific order for which it was purchased.
- Purchasing Shipping Protection does not guarantee approval of every claim. All claims are reviewed individually in accordance with these Terms & Conditions.
Filing a Shipping Protection Claim
If you believe your order has experienced an eligible shipping issue, please contact our Customer Support team as soon as possible after becoming aware of the issue.
Claim Submission Requirements
To begin a Shipping Protection claim, please complete our Shipping Protection Claim Form by clicking here.
Claims may require:
- Order Number
- Description of the shipping issue
- Supporting photographs (where applicable)
- Any additional information reasonably requested by The Dua Brand
Claims are typically reviewed within 3–5 business days after all requested information has been received.
Shipping Protection claims are reviewed individually and may require additional information before approval.
Covered Shipping Issues
Lost Packages
A package may be considered lost if:
- Tracking has not shown any movement for approximately 15–20 days, or
- The package has been marked as delivered but has not been received after approximately 15–20 days.
Customers should notify The Dua Brand as soon as possible after becoming aware of the issue.
Upon receiving a claim, we will initiate the appropriate carrier investigation before determining eligibility under Shipping Protection.
Stolen Packages
If a protected package is believed to have been stolen after delivery, customers should contact us as soon as possible after discovering the issue.
Each claim will be reviewed individually. Additional information may be requested before approval.
Damaged Items
If products arrive damaged during transit, customers should notify us within 7 days of delivery.
To assist with claim review, customers may be asked to provide photographs of:
- The damaged product(s)
- The condition of the shipment
- Any other information reasonably requested by The Dua Brand
Damage claims involving internal product damage will still be reviewed, even if the outer shipping package appears undamaged.
Missing Items
If items are missing from a shipment, customers should contact us within 7 days of delivery.
Photographs and order details may be requested during the review process.
Incorrect Delivery
If the carrier delivers a protected shipment to an incorrect address despite the customer providing the correct shipping address, The Dua Brand will work with the carrier to investigate the delivery before determining the appropriate resolution.
Carrier Delays
Carrier delays may be eligible for review when tracking has not updated for an extended period or when other unusual transit issues occur.
Each situation will be evaluated individually based on carrier information and shipment history.
Returned-to-Sender Shipments
Shipping Protection may apply to eligible shipments returned to The Dua Brand due to carrier-related delivery issues, including situations where the carrier was unable to complete delivery.
Shipping Protection does not apply when shipments are returned because:
- The customer entered an incorrect shipping address.
- The customer failed to collect or accept the shipment within the carrier's required timeframe.
- The shipment was refused by the customer.
Resolution Options
If a claim is approved, The Dua Brand will determine the most appropriate resolution based on the circumstances of the claim.
Resolution options may include:
- Replacement of the affected item(s), where available.
- Store Credit if replacement inventory is unavailable.
- Refund and/or Store Credit when the item has been discontinued or can no longer be replaced.
Resolution methods are determined solely at The Dua Brand's discretion.
International Orders
Shipping Protection is available for eligible international orders.
However, Shipping Protection does not cover:
- Customs duties
- Import taxes
- VAT
- Brokerage fees
- Customs inspections
- Customs delays
- Customs confiscations or seizures
International shipments remain subject to The Dua Brand's International Shipping Policy.
Orders Without Shipping Protection
Customers who choose not to purchase Shipping Protection remain subject to The Dua Brand's existing Shipping Policy, Refund Policy, and International Shipping Policy.
Shipping Protection provides additional coverage beyond these standard policies and does not replace or modify them.
Limitation of Liability
Shipping Protection is a customer service program offered by The Dua Brand to assist with eligible shipping-related issues.
The Dua Brand reserves the right to investigate all claims and determine eligibility based on the information provided, carrier records, shipment history, and these Terms & Conditions.
The Dua Brand may deny claims that do not meet the eligibility requirements outlined in this policy.
Governing Law
These Terms and any separate agreements whereby we provide Shipping Protection shall be governed by and construed in accordance with the laws of:
170 City Blvd W Unit #205
Orange, California 92868
United States
Frequently Asked Questions
Can I purchase Shipping Protection after placing my order?
No. Shipping Protection must be purchased during checkout and cannot be added after an order has been placed.
Does Shipping Protection cover international orders?
Yes. However, customs duties, VAT, taxes, brokerage fees, and customs confiscations remain subject to our International Shipping Policy and are not covered.
How long does claim review take?
Claims are generally reviewed within 3–5 business days after all requested information has been received.
Will every claim be approved?
No. Every claim is reviewed individually in accordance with these Terms & Conditions.
What happens if my replacement item is out of stock?
If a replacement cannot be provided, eligible customers may receive Store Credit or, in certain circumstances, a refund and/or Store Credit at The Dua Brand's discretion.
Contact Us
If you have any questions regarding Shipping Protection or wish to submit a claim, please contact us at:
Last Updated: 30th June 2026