Shipping Loss Policy

LAUREN BROOKE CO.

Shipping Loss Policy

Shipping Protection & Delivery Support

Effective October 7, 2026. Policy applies to orders placed on or after this date. Earlier orders retain the terms provided when purchased. 

We take care with every order and want your products to arrive safely in your hands. If a package is lost, stolen, misdelivered, or damaged along the way, we're here to help.

Your options at a glance

Choosing Shipping Protection

Shipping Protection is optional for eligible orders. To add it, toggle Shipping Protection ON in your cart before checkout; select OFF to continue without it. The fee is displayed before purchase, and protection is added only with your affirmative selection.

How to get help

Email info@laurenbrookeco.com with your order number, affected products, a brief description, and any helpful tracking details or photos. We will review the information and explain the next steps. Please do not send products back unless we ask you to.

A member of our team will typically respond within 2 business days, excluding U.S. federal holidays. If more time is needed to review your shipment or work with the carrier, we will explain the next steps and give you a date for our next update. We will update you by that date even if the investigation is still in progress. An initial response does not mean the investigation will be completed within 2 business days.

You never need Shipping Protection for our mistakes. Incorrect or missing items, product defects, inadequate packaging, or shipping-document errors caused by Lauren Brooke Co. remain our responsibility. We'll make those right.

When to report a shipping issue

Contact us as soon as something seems wrong. You can report a problem before the waiting period ends. A timely first report keeps your request open while we complete the waiting period and review; you do not need to file it again.

These are the earliest points for considering the applicable remedy, not promises of a decision on that day. They do not delay any remedy required by law. Active customs holds are addressed under International Shipments.

Please report within these windows to qualify under this policy. We may consider late requests in exceptional circumstances. These deadlines do not shorten any legal rights or prevent you from contacting us for help.

How the timing works

Calendar and business days. Days are calendar days unless labeled business days. Business days are Monday through Friday, excluding U.S. federal holidays. Count from the day after the relevant scan or delivery date.

Meaningful tracking movement. We use a carrier acceptance, processing, location, or delivery event. Label creation and automated messages that merely repeat a delay do not restart the waiting period. A new meaningful event restarts an inactivity period.

Expected delivery. This is the end of the delivery range communicated when your order ships. Later automated changes do not shorten your reporting window. If no estimate was provided, contact us for a documented estimate; we will not deny a request because an estimate was missing.

* International deadline safeguard. For international loss, report by the later of the normal deadline above or 14 calendar days after the applicable inactivity waiting period ends. A timely report also preserves your request during customs processing and carrier investigation.

What Shipping Protection covers

For eligible orders with Shipping Protection, the following events qualify for review under the timing and remedy terms in this policy. We consider the available information fairly and may ask for reasonable supporting documentation.

Lost in transit

A package may qualify as lost when the carrier confirms it cannot be recovered, or when the applicable period without meaningful tracking movement has passed and the package cannot reasonably be located. Carrier-confirmed irrecoverable loss does not require an additional wait.

A delayed package that is still moving is generally not considered lost. We may make reasonable exceptions when the available evidence indicates it is unlikely to arrive. A label alone does not establish carrier possession; if we cannot confirm handoff, we will investigate and resolve the issue as our responsibility rather than treat it as an excluded shipping loss.

Marked Delivered, but missing or misdelivered

Coverage includes eligible theft after a delivery scan and carrier misdelivery when you provided the correct address. A delivery scan alone does not mean you or your authorized recipient actually received the package.

Scans such as “Delivered to Agent” or “Picked Up at USPS” may reflect a handoff to another delivery carrier or may have been entered in error. Your package may still arrive within 24–48 hours. We’ll review the circumstances rather than treat these scans alone as confirmation that you received it. If receipt cannot be established, we will review the issue under the applicable missing-package terms. This clarification applies with or without Shipping Protection.

Please check your delivery area, mailbox, household members, neighbors, and any building reception or parcel locker, as appropriate. We can help with carrier inquiries. Do not enter private property or put yourself at risk to recover a package.

If it remains missing, we will review it under the delivered-but-missing terms. You do not need to prove a crime occurred or establish whether the cause was theft or misdelivery. Helpful evidence may include a delivery photo, carrier confirmation, or other information showing where the package was left.

Material damage during shipping

Coverage applies to products that arrive broken, cracked, crushed, leaking, contaminated, or otherwise materially damaged so they cannot be safely or normally used. Damage to a container, applicator, or closure is included when it prevents safe or normal use.

Damage only to the outer shipping box, or minor cosmetic imperfections that do not materially affect the product or its use, is not covered shipping damage. Product defects and damage caused by our inadequate packaging remain our responsibility regardless of protection.

Photos and safe handling

Please provide photos of the affected product, its packaging, and the shipping package when reasonably possible. An undamaged outer box does not, by itself, disqualify a claim. If photos or packaging are unavailable, tell us why so we can consider other reasonable evidence.

Keep the product and packaging until we finish reviewing the claim, unless keeping them would be unsafe. Do not use a contaminated or unsafe product. We generally do not require damaged products to be returned; if a return is necessary, we will provide instructions and prepaid return shipping.

Repeated, high-value, or unusual claims may require additional verification. These circumstances alone are not proof of misuse, and we will explain any further information we need.

How we make it right

Replacement is our default remedy. For an approved protected claim, we replace the affected products whenever available and practical. If replacement is unavailable or impractical, we provide a refund as the secondary remedy. We will honor a different remedy when required by law.

Replacement at no additional cost

We cover the replacement products, applicable taxes collected by Lauren Brooke Co., and replacement shipping. You do not need to buy protection again for an approved replacement. International third-party import charges are addressed in the International Shipments section.

If you originally purchased expedited shipping, we use an equivalent expedited replacement service when available. If it is unavailable, we will discuss the alternative before shipping and refund the original expedited surcharge attributable to the affected products. When that surcharge is not separately itemized, we will refund the eligible original shipping amount for those products.

When a refund is provided

For a partial-order refund, the shipping share equals the affected products' discounted value divided by the order's total discounted merchandise value, multiplied by the original shipping charge. No original shipping refund is due when shipping was free.

Refunds are returned to the original payment method where available; we will discuss an alternative if it cannot receive the refund. A cash refund cannot exceed the covered amount actually paid, excluding the Shipping Protection fee. The cost we incur shipping an approved replacement is separate from this refund limit.

Shipping Protection fee

The fee is non-refundable once the order is handed to the carrier, including when a claim results in replacement or refund, except where a refund is required by law. If the entire order is canceled before shipment, we refund the fee with the canceled order.

Split shipments, replacements, and recovered packages

If your order ships in more than one package, timing and remedies apply to the affected package and products. Approved replacements remain protected under the same terms without a new fee; repeat incidents may require additional review.

If an original package arrives after a replacement or refund, please contact us. We will explain whether it should be returned and provide prepaid shipping when appropriate.

Shipping Protection does not guarantee delivery dates or reimburse shipping solely because an otherwise intact shipment arrives late. Separate carrier guarantees and legally required remedies still apply.

Orders without Shipping Protection

We'll still be here to help. If you did not purchase Shipping Protection, we will review the circumstances and available carrier remedies. Where no remedy is required by law, a replacement, refund, or courtesy credit for carrier-related loss, theft, misdelivery, or damage is not guaranteed.

Carrier help and courtesy store credit

We will review available carrier remedies first. If they are unavailable, insufficient, or remain unresolved after a reasonable investigation, we may offer courtesy store credit of up to 50% of the amount actually paid for the affected products after discounts. You may report an issue immediately; the waiting periods apply only to consideration of courtesy credit.

Credit excludes original shipping charges, taxes, duties, and fees. When determining a courtesy credit, we consider the details of the shipment, including the available tracking information, the status of the carrier investigation, the value of the affected products, and the circumstances of the claim before determining an appropriate resolution. Courtesy credit is not guaranteed and is an additional gesture of care when offered. Repeat or unusual claims may require additional review; they do not automatically result in denial or a reduced credit.

Any carrier recovery received by us for your affected products will be applied toward resolving the claim. We will explain how that recovery and any prior remedy interact to avoid duplicate reimbursement. We will discuss any adjustment to issued courtesy credit with you before making it; we will not automatically charge you again.

Using your courtesy credit

Courtesy credit can be used for future purchases from our online store. It has no expiration date and no minimum purchase requirement. It is issued to the customer profile associated with your order email and is separate from Pure Points rewards. To use it, sign in with your order email through our customer accounts or use Shop Pay with the same email, then select Apply Store Credit at checkout. The credit currency must match the checkout currency. If you cannot see or use your credit, contact us for help. It is not redeemable for cash, except where required by law. Any checkout balance not covered by the credit remains your responsibility.

What is not covered

The following exclusions apply to Shipping Protection and discretionary courtesy credit, but never reduce our responsibility for our own errors or any remedy required by law:

Customer address errors: loss caused by an incorrect or incomplete shipping address supplied at checkout.

Customer-caused delivery changes: loss caused by an unauthorized redirection or an unjustified refusal. Using an authorized carrier pickup option, or refusing a visibly damaged or leaking parcel, does not automatically disqualify a claim.

After actual receipt: loss or damage after you or your authorized recipient takes possession. Eligible theft or loss after a delivery scan but before actual receipt is treated separately.

Non-shipping issues: normal product characteristics, minor cosmetic packaging imperfections, or dissatisfaction unrelated to transit damage. Our product and return policies continue to apply.

Misuse: fraud, intentional damage, abuse, or materially inaccurate claim information. International exclusions are explained on the next page.

Shipping Protection applies only to the specific eligible order for which it was selected and is not transferable. Coverage begins at carrier handoff and continues until actual receipt, including eligible delivered-but-missing events. We may investigate claims and request reasonable verification.

International shipments

Eligible international orders receive the same protection against loss, theft, misdelivery, and material transit damage, subject to the additional terms below. Orders without protection may be considered for carrier help and courtesy credit under this policy.

Longer transit times, the same care

For international inactivity, the waiting period is 20 calendar days with Shipping Protection or 30 calendar days for courtesy-credit consideration without protection. A carrier-confirmed irrecoverable loss does not require an additional wait. Delivered-but-missing and damage timelines are the same as for U.S. shipments.

Report concerns promptly, including during customs holds. The international deadline safeguard in the reporting table applies.

Customs processing and actual loss

Customs processing or inspection delays alone are not covered losses. A package confirmed to be awaiting customs clearance is not considered lost solely because tracking is quiet. We will review carrier and customs information rather than repeatedly restart the waiting period for automated delay notices.

Passing through customs does not automatically exclude an otherwise eligible claim for actual physical loss or material damage. We review the available evidence under the same coverage terms. Lawful confiscation, seizure, destruction, or return because an item is prohibited from import is not a covered transit loss, subject to our own responsibilities and applicable law.

Import requirements and customer-caused non-delivery

Protection and courtesy credit do not cover losses or additional expenses caused by a failure to pay properly disclosed duties, taxes, brokerage, or import fees; provide reasonably requested customs information; or supply a correct address. The same applies to an unjustified refusal or a return resulting from those customer-caused issues.

If our shipping information, customs documents, fulfillment, or other error prevents an otherwise eligible order from being delivered, we will make it right regardless of Shipping Protection. Customer obligations do not excuse our own errors or responsibilities.

Taxes, duties, and replacement shipments

Covered remedies include applicable taxes collected by Lauren Brooke Co. at checkout and eligible original standard or expedited shipping charges, as described under How We Make It Right. We also pay the postage for an approved replacement.

Customs duties, import VAT, brokerage, and other import charges paid directly to a carrier, authority, or other third party are not included in Shipping Protection or courtesy credit. Those charges remain your responsibility, except where caused by our error or where applicable law requires otherwise.

A replacement may incur new third-party import charges. Before arranging an international replacement, we will discuss that possibility and confirm your agreement to reship. If repeat import charges would be disproportionate, or replacement is unavailable, prohibited, or otherwise impractical, we will offer the applicable covered refund instead.

Your rights remain protected. Shipping Protection provides additional benefits and does not limit your rights under applicable consumer law. With or without protection, we'll provide any remedy required by law. The exclusions, waiting periods, reporting deadlines, and fee terms below do not reduce those rights.

Your trust matters to us. Wherever your order is headed, we'll begin by seeing how we can help.

LAUREN BROOKE CO.  |  DELIVERY SUPPORT  /