NAVIDIUM SHIPPING PROTECTION
Protect your delivery with Navidium!
There’s no need to wait weeks for claims to be processed by couriers—protect your parcel for a small percentage of your order value, and we’ll offer a replacement or refund right away.
📌 Refunds for lost or damaged packages will be issued as store credit (Gift Cards) by default unless requested otherwise.
🔹 What We Cover
📦 Lost Shipments
✔ Shipment states "Delivered" but you have not received it.
📌 Action: We ask that you allow up to 5 business days for the courier to attempt redelivery or locate your package. If your package is still missing after this period, we will process a replacement or refund (store credit).
✔ Tracking has not updated for 6 weeks.
📌 Action: We will classify the package as lost and issue a replacement or refund (store credit).
🔹 What We Cover as Damaged
✔ Items arrive damaged in transit (e.g., clothing/plushies are wet, stained, torn, album outbox crushed, etc.).
✔ Some of your order is missing due to the package being damaged or opened in transit.
📌 To process a claim for a damaged package, please email support@kpop.exchange with:
✔ Your order number
✔ Photos of the damaged item(s)
✔ Photos of the package (if applicable)
🔹 Refunds for Lost/Damaged Packages
✔ Refunds for lost or damaged packages are issued as store credit (Gift Cards) by default.
✔ If you prefer a refund to your original payment method, you must request it before the store credit is issued.
📌 Refunds to the original payment method will be reviewed on a case-by-case basis and may take 5-10 business days to process.
🚫 What Navidium Does NOT Cover
❌ Missing parcels or redelivery fees due to an incorrect or invalid address provided by the customer.
❌ Delays in transit—shipping times are estimates and not guaranteed.
❌ Orders marked as unfulfilled or unshipped due to pre-orders or high-volume seasons (e.g., holidays).
❌ International orders stuck in customs—buyers must pay required customs fees.
📌 If a package is refused due to customs fees, return shipping costs and import duties will be deducted from the refund.
🔹 How to Submit a Claim
📩 To file a claim for a lost or damaged package, email support@kpop.exchange with:
✔ Subject line: CLAIM for Order #12345
✔ Description of the issue
✔ Photo/video evidence (for damaged items)
📌 We will review your claim within 1-2 business days and process your replacement or refund as store credit.
⚠️ Our Policy for Unprotected Packages
If you choose not to add Navidium Shipping Protection, the customer is responsible for working directly with the courier to resolve missing or lost shipments.
📌 If the package is marked as delivered with GPS tracking or photographic proof from the courier, we are not responsible for a refund or replacement.