At Bonjibon, we offer Package Insurance for all orders to provide peace of mind in the event of theft, loss, or damage during transit. You can add this protection at checkout for a small fee—typically 2-3% of your order total.
By opting into Package Insurance, you’ll be covered for a replacement or refund if your package is lost, stolen, or damaged. However, if you choose to skip Package Insurance, Bonjibon will not be held responsible for any lost, stolen, or damaged packages.
How to File a Claim
If something goes wrong with your order and you need to file a claim, please contact us at support@bonjibon.com. Be sure to include the following details:
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Your order number
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A list of the items you’re filing a claim for
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A description of the issue (lost, stolen, damaged)
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Any relevant photos or videos to support your claim (if applicable)
What’s Covered by Package Insurance?
Our Package Insurance covers a range of issues including lost, stolen, or damaged items. Below, you'll find a breakdown of each scenario and how to file a claim.
1. Lost Packages
Packages Presumed Lost
Your package will be considered "lost" if it has not been marked as "delivered" and there have been no tracking updates for:
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7 days for Canadian orders
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14 days for international orders
Please note, we recommend waiting a few days after the delivery status shows "delivered" as packages sometimes arrive a little late. You must file a claim within 30 days of the last tracking update.
Delivery Date Passed
If more than 10 business days pass after the estimated delivery date without any tracking updates, your package will be marked as "lost." Claims must be filed within 30 days of the last tracking update.
2. Stolen Packages
Missing After Delivery
If your package is marked as "delivered," but you didn’t receive it, we’ll consider it "stolen." You must file a claim within 30 days of the delivery date.
Wrong Address Deliveries
If your package was delivered to the wrong address despite the correct address being provided, it will also be considered "stolen." Claims must be filed within 30 days of the delivery date.
3. Damaged Items
Damaged Upon Arrival
If the item is damaged and unusable when it arrives, we’ll consider it "damaged." Please provide photos or videos showing the damage to file your claim. Claims must be submitted within 30 days of receiving the item.
Manufacturer Defects
Items with manufacturing defects are not covered by Package Insurance. For issues related to manufacturing defects, please contact the manufacturer directly or reach out to us for assistance with warranty claims.
What’s Not Covered by Package Insurance?
While Package Insurance offers valuable protection, there are certain situations where it won’t apply. Here are the key exclusions:
1. Undeliverable Packages
If a package cannot be delivered due to:
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An incorrect or incomplete address
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Delivery obstacles
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The customer refusing the package
The package will be returned to Bonjibon. You can either have it re-shipped at your expense or request a refund minus a 20% restocking fee.
2. Incorrect Address
Packages sent to an incorrect address due to a mistake on your part will not be considered "lost." Always ensure your address is correct before completing your order. If you notice an error after placing the order, please contact Bonjibon before the order ships or the postal carrier to correct the address while the package is still in transit.
3. Pre-Shipment or Fulfillment Delays
Orders marked as "pre-shipment", "label created", or "shipment information received" are still in the processing stage. Any delays at this point are not covered by Package Insurance. Please contact us directly at support@bonjibon.com for updates.
4. Customs Delays
If your package is delayed or held up in customs due to reasons like unpaid duties or prohibited items, it will not be considered "lost." For help, please reach out to your local customs office.
5. Seized Packages
If your package is seized by law enforcement due to the suspicion of illegal or restricted items, it will not be covered. Please contact the postal carrier for more information or file an appeal if applicable.
6. Cash on Delivery (COD) Issues
Packages that cannot be delivered due to a failed COD payment are not covered by Package Insurance. If the payment is refused, the package will be returned to Bonjibon. You may opt to re-ship the item at an additional cost or receive a refund minus a 20% restocking fee.
7. Product Quality Issues
Any concerns regarding the quality of the product (such as defects not caused by shipping) should be addressed directly with the retailer for returns or exchanges. These issues are not covered under Package Insurance.
8. Contraband and Prohibited Items
We do not cover items that are illegal or considered contraband under local laws. Please ensure all items comply with the regulations in your destination country.
9. Installment Payments
If you have used an installment payment plan (Afterpay), you will remain responsible for your payments even if a refund is issued for your order.
10. Chargebacks
Package Insurance will not cover orders that have a chargeback initiated. If you’ve already started a chargeback, you must cancel it before submitting or recieveing a claim for Package Insurance. Once a chargeback is processed, Package Insurance will no longer apply to your order.
Claim Submission Deadlines
Claims for lost items must be filed within 30 days of the last tracking update. Claims for stolen or damaged items must be filed within 30 days of delivery. Claims submitted after these timeframes may not be accepted.
Any other questions?
For any questions or assistance, please feel free to contact us at support@bonjibon.com. We’re here to help you every step of the way!