1. Overview
Worry-Free Delivery is an optional shipping protection service offered by Kidamento. It covers lost, stolen, or damaged packages during transit. This policy outlines the coverage terms, eligibility criteria, and claims process.
2. Coverage
Worry-Free Delivery includes the following coverage:
- Lost Shipments – Orders that have not arrived and meet the criteria defined in (Section 3)
- Stolen Packages – Orders marked as delivered by the carrier but not received by the customer (Section 4)
- Damaged Items – Products that arrive with shipping-related damage that affects their functionality (Section 5)
If a claim is approved, a replacement will be provided by default. If the item is unavailable, a full refund of the order subtotal, shipping fees, and applicable taxes will be issued to the original payment method.
3. Lost Shipments
A shipment is considered lost under the following conditions:
- United States and Canada:
- The package has not been delivered within 14 days after the estimated delivery date per the carrier tracking information.
- International Orders:
- The package has not been delivered within 28 days after the estimated delivery date per the carrier tracking information.
If a carrier cannot deliver a package due to an invalid address or delivery barrier not caused by customer error, and the item is returned and received by Kidamento, the package will be resent at no additional cost.
If a replacement or refund is issued and the original item is later delivered, Kidamento will cover the return shipping cost for the customer to return one of the items.
Without Worry-Free Delivery, Kidamento will make reasonable efforts to work with the shipping carrier to locate the package. However, replacements or refunds are not guaranteed.
4. Stolen Packages
A package is considered stolen if it is marked as delivered by the shipping carrier but was not received by the customer and cannot be recovered.
To qualify:
- The delivery address must have been entered correctly at checkout.
- Packages delivered to incorrect addresses due to customer entry error are not covered.
Kidamento will ship a replacement item at no cost or issue a refund if the item is out of stock.
Fraud and misuse clause:
Kidamento reserves the right to investigate and deny any claim suspected of fraud or misuse. Determinations are made at Kidamento’s sole discretion.
Without Worry-Free Delivery, Kidamento will make reasonable efforts to work with the carrier but cannot guarantee a replacement or refund.
5. Damaged Items
Covered damages are limited to issues that affect the functionality of the product and are clearly attributable to shipping mishandling.
Exclusions:
- Cosmetic damage or minor imperfections to product packaging
- Issues unrelated to shipping (e.g., manufacturing defects, misuse)
To qualify for coverage:
- Damage must be reported within 4 calendar days of delivery
- Claims submitted after this period will not be accepted
- Supporting documentation, such as photographs or videos of the damaged product and shipping packaging, is required.
If approved, a replacement will be shipped at no cost. If the item is out of stock, a full refund will be issued.
Without Worry-Free Delivery, Kidamento will evaluate each case individually but cannot guarantee reimbursement or replacement.
6. Claim Process
To submit a claim, email support@kidamento.ca with the following:
- Your order number
- A clear description of the issue
- Supporting photo or video evidence, if applicable
Additional documentation may be requested as needed to evaluate and process the claim.
Review Timeline:
- Claims are reviewed within 2 to 3 business days
- During peak seasons, allow up to 5 additional business days
- If further information is requested, allow an additional 3 business days after submission
Resolution:
- Approved claims will result in a replacement being shipped or a refund issued to the original payment method
- Refunds may take up to 7 business days to appear
- Replacement orders follow standard shipping timelines
