Order Protection
WPO ORDER PROTECTION
We want you to shop with confidence. Customers who purchase WPO Order Protection at checkout may be eligible for coverage if their order is lost, stolen, or damaged.
Order Protection is optional and applies only to orders for which WPO Order Protection was purchased at checkout.
Coverage
Protection applies to the total protected order value, including products and shipping costs.
Coverage begins once the protected order has been fulfilled and tracking information has been provided.
Eligible events may include:
• Packages lost during transit
• Orders damaged during transit
• Documented theft following delivery
All claims are subject to the eligibility requirements, exclusions, documentation requirements, and other terms described below.
Filing a Claim
Claims must be submitted within 10 business days of the carrier's marked delivery date, or expected delivery date if the package was never delivered.
Wholistic Pet Organics may require documentation reasonably necessary to investigate and verify a claim.
Depending on the circumstances, documentation may include photographs, carrier information, tracking information, delivery documentation, a police report, security camera footage, statements regarding the circumstances of the loss, or other supporting information.
Customers must reasonably cooperate with our investigation of a claim and provide requested information when available.
Submission of a claim or supporting documentation does not guarantee approval.
Packages Marked as Delivered
If carrier tracking indicates that an order was delivered to the shipping address provided at checkout, customers should first make reasonable efforts to locate the package.
This includes checking all areas around the delivery location, entrances, porches, garages, gates, mailrooms, package rooms, and other locations where a carrier may have left the shipment.
Customers should also confirm with household members, building management or staff when applicable, and nearby neighbors who may have received or moved the package.
A package marked as delivered by the carrier is not automatically eligible for a refund or replacement.
If the package still cannot be located and theft following delivery is suspected, Wholistic Pet Organics may require supporting documentation before approving an Order Protection claim.
Supporting documentation may include a police report, carrier documentation, photographs, security camera footage, or other information reasonably necessary to verify the circumstances of the reported theft.
Photographic proof of delivery, GPS delivery information, signature confirmation, carrier records, and other available delivery documentation may be considered when evaluating the claim.
Theft Following Delivery
WPO Order Protection is intended to provide protection for documented theft following delivery. A customer's inability to locate a package by itself does not necessarily establish that the package was stolen.
For packages confirmed as delivered by the carrier, Wholistic Pet Organics may require a police report or other reasonably satisfactory evidence of theft before approving a claim.
Order Protection does not cover packages that were correctly delivered and subsequently misplaced, moved, retrieved by another member of the household or another authorized person at the delivery location, or otherwise cannot reasonably be established as stolen.
Incorrect or Incomplete Addresses
Customers are responsible for providing a complete and accurate shipping address at checkout.
WPO Order Protection does not cover loss, non delivery, misdelivery, return to sender, or other delivery issues resulting from an incorrect or incomplete address provided by the customer.
Customers should review their shipping information carefully before completing an order and contact us as quickly as possible if a correction is needed.
Once an order has shipped, we cannot guarantee that an address can be changed or corrected.
Exclusions
WPO Order Protection does not cover:
• Delivery delays that do not result in the loss of the shipment
• Delays caused by weather, customs, carrier disruptions, or circumstances outside normal carrier operations
• Incorrect or incomplete addresses provided by the customer
• Packages that have been correctly delivered but subsequently misplaced
• Packages retrieved or moved by household members, neighbors, building staff, or other persons at the delivery location
• Claims for which reasonably requested supporting documentation is not provided
• Loss or damage resulting from fraud, abuse, intentional acts, or misuse of the Order Protection program
Other circumstances may be excluded when they fall outside the stated scope of WPO Order Protection.
Multiple or Repeated Claims
Customers with multiple claims involving lost, missing, or stolen packages may be required to use additional delivery safeguards for future orders.
These safeguards may include signature confirmation, delivery to a UPS or other carrier pickup location, delivery to an alternate secure address, or another secure delivery method.
Wholistic Pet Organics reserves the right to limit or discontinue a customer's eligibility to purchase or use WPO Order Protection where there is a pattern of repeated claims or evidence reasonably indicating fraud, abuse, or misuse of the program.
Approval of a previous Order Protection claim does not guarantee approval of any subsequent claim.
Claim Review
Wholistic Pet Organics reserves the right to review available information when determining whether a claim qualifies for coverage.
This may include information provided by the customer, tracking history, carrier delivery scans, photographs, GPS information, signature records, previous claims associated with the customer or delivery address, and other reasonably relevant information.
Wholistic Pet Organics reserves the right to deny a claim when required supporting documentation is not provided, when information provided with the claim materially conflicts with available carrier or delivery records, or when there is evidence of fraud, abuse, or misuse of the Order Protection program.
Resolution
Approved claims will be resolved at Wholistic Pet Organics' discretion by either sending a replacement order or issuing a refund to the original payment method.
Replacement orders are subject to product availability.
Approval and resolution of one claim does not create an obligation to approve or resolve future claims in the same manner.
If you have questions about WPO Order Protection or need to file a claim, please contact us at cs@wholisticpetorganics.com.
