Package Protection Policy
Elijah's Xtreme® Package Protection Policy
Elijah's Xtreme® is dedicated to providing the best customer service experience, and we understand the disappointment that comes with a lost, stolen, or damaged order. That's why we offer our Package Protection Service, to ensure you always receive your sauces.
Eligibility and Costs: Any order placed on our website can opt-in for the Package Protection Service at checkout. The cost ranges from $0.75 to $10.00 per order, depending on the total cost of your purchase. This non-refundable fee will be added to your order total and provide coverage for your entire purchase.
Coverage: Our Package Protection Service covers the following:
- Lost Packages: If your package does not arrive and the tracking information shows it was not delivered, we will resend the same order at no extra cost to you.
- Stolen Packages: If your package is marked as delivered but you have not received it, you may qualify for a replacement order or a refund.
- Damaged Packages: If your order arrives damaged, please take clear photographs of the packaging and the product inside and contact our customer service team.
Claim Process: If you experience any issues with your order, please contact our customer service team at firstname.lastname@example.org within 7-14 days of the estimated delivery date. Please provide your order number and any relevant information such as photographs for damaged goods or confirmation of non-receipt.
Processing Time: Once your claim is received, our team will review it and respond within 3 business days. Please note that claims for packages marked "delivered" must be filed after 5 days and before 15 days from the date the package was marked "delivered." Claims for packages presumed to be lost (where the status is not "delivered") must be filed after 7 (20 for international) days and within 30 days from the last checkpoint.
Exceptions: Please note that we are unable to provide coverage for orders that were delivered to a wrong or incorrectly supplied address. Please double-check your delivery information before finalizing your purchase.
By opting for the Package Protection Service, you agree to the terms above and any other conditions listed on our website. We thank you for your understanding and look forward to providing you with an extra layer of security and peace of mind for your purchases.
One last note, we really want you to try and enjoy our sauces! Even if you did not opt-in for the package protection, let us know. We will make it right!