By selecting Package Protection at checkout and paying an additional fee of a small percentage of your order subtotal, your order will be protected from damage, loss, or theft. *Package Protection does not offer a shipping speed guarantee. All shipping speeds are estimates.* If your order never arrives or is damaged when it arrives, you can easily file a claim with our team and receive a replacement order or store credit. 

If your package has been marked "delivered," but you have not received it, please wait at least 3 days, but no longer than 15 days, after delivery confirmation to file a claim.   

• For packages marked delivered, but still have not been received 3 days after delivery confirmation (and no longer than 15 days), we will issue you a replacement. If a replacement cannot be sent (limited edition, discontinued, etc.), we will issue store credit for the original purchase price
• For packages not marked delivered & presumed lost by the carrier, we will issue store credit for the original purchase price
• For damaged packages, we will issue you a replacement. If a replacement cannot be sent (limited edition, discontinued, etc.), we will issue store credit for the original purchase price

 

A package is typically considered "lost" 15 days after the package has been mailed. If it has been 15 days since your package has been mailed (acceptance scan or other initial scan if acceptance scan is missing) and your package has not arrived, please contact us immediately. If it has been more than 30 days since your package was mailed, we unfortunately cannot re-ship your item or offer a gift card replacement. Lost packages must be reported within 30 days of mailing for Package Protection to be valid.

We ask for your cooperation as needed for filing insurance claims, which may include photos, etc.

To file a claim, contact us at contact@mama-roo.com with your Order ID, contact info, and a description of the problem, and we will get back to you within 2-3 business days. Please include photos of damaged items, if applicable. Please use subject line: "Package Protection Order ####"



If you declined Package Protection and your package has been lost, stolen, or damaged, please contact the shipping carrier directly.