What is OrderProtection?
OrderProtection is an optional service you can add at checkout to protect your shipment against loss, theft, damage, or stalled tracking updates during delivery. It is widely used across many different sectors and provides extra peace of mind and a faster, more convenient claims process if something goes wrong with your delivery.
If any delivery issue arises, Order Protection provides 24/7 priority support and allows you to submit a quick online claim within 45 days of dispatch for a fast refund, replacement, or store credit.
How do I purchase Order Protection?
In your cart, you'll see a toggle to turn Order Protection on or off. Turn the toggle on to add protection to your order. You'll see it listed as a line item at checkout and on your order confirmation.
Claims Policies and Coverage
Protection Starts: When the order is shipped. (Pre-orders will be protected once they have been dispatched.)
Protection Stops: Up to 45 days after shipping date
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#
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Issue Type
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Description
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Claim Window
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1
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Damaged items
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Common issues of damage include: Rough handling, overweight boxes crushing others. If the order was not properly packaged (e.g., glass with no bubble wrap) or the damage is unlikely to have come from the carrier, this claim won't be credited. When we can visibly see the damage was caused during shipping, it will be marked as damaged.
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Upon being marked as delivered.
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Within 45 days of dispatch
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2
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Delivered But Not Received
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The tracking number is marked as delivered, but the customer is saying it's not received and no other people in the house or neighbors are aware of its location.
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2 or more days after being marked as delivered.
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Within 45 days of dispatch
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3
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Stolen
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The tracking number is marked as delivered, but you have not received the package, and no other people in the house or neighbors are aware of its location / Customer reports they're aware the package has been stolen either via a door camera, building facilities manager, or neighbor.
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2 or more days after being marked as delivered.
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Within 45 days of dispatch
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4
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Tracking Not Moving
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The tracking number has not had a checkpoint in a significant number of days or continues to be scanned at the same location repeatedly.
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7 or more days of non-movement (domestic), 14 or more days of non-movement (international)
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Within 45 days of dispatch
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FAQ
How do I cancel Order Protection?
Order Protection is non-refundable once your order has been fulfilled. If your order has not yet shipped, contact the REDMAGIC support team at support@redmagic.gg or the Order Protection support team at support@orderprotection.com to request cancellation.
If your order has already shipped, Order Protection is generally considered active and non-refundable. If you have any questions, please contact support@orderprotection.com.
Can I add Order Protection after placing my order?
For processing and policy reasons, Order Protection must be purchased at the same time as your original order. Therefore, we cannot add Order Protection after an order has been placed.
If your order has not yet shipped, we can help you cancel it so you can place a new order that includes Order Protection.
How do I file a claim?
Filing a claim is easy! Visit our claims portal at claim.orderprotection.com to get started.
You'll need your order number and email address. You'll then answer a few simple questions about your issue. For damaged items, you'll also be asked to upload a photo. Our support team will follow up to help resolve your claim.
How do I view my claim status?
After submitting, you'll receive a confirmation email that your claim was received. You can access your claim any time from that email. You can also return to our claim portal (claim.orderprotection.com) and re-enter your order number and email to check the status.
How long will it take to receive compensation?
You’ll get a refund or replacement when eligible, backed by our dedicated 24/7 support team. Claims are subject to approval. Resolution times may vary depending on the nature of the issue and supporting documentation.
How will the refund be issued?
Refunds are issued directly to the original payment method used at checkout.
What if I’m not satisfied with the claim result?
You can contact Order Protection directly at support@Order Protection.com to request a review.
Terms & Conditions
Chargebacks/Disputes
If a chargeback has been filed with the consumer's bank or a dispute has been raised with the payment network, we cannot process any claims associated with the order while the case is under review. The bank or payment network will determine the outcome. Regardless of the outcome, the order will no longer be eligible for a claim because filing a chargeback or dispute violates our terms.
Additional Terms All claims will be reviewed daily by our agents or automated systems before approval. Once a consumer has filed a chargeback against an order, the order is no longer eligible for a claim.
If the consumer does not respond to a claim within 2 days, the claim will be automatically denied and cannot be reopened.
Order Protection covers claims arising from the loss of or damage to your order, as outlined in this claims policy. However, customs fees and duties associated with your order are not covered. Consumers are responsible for paying any applicable customs fees or duties incurred as a result of their order.
Additional Terms – UK Shipments: Package protection covers loss, theft, or damage to parcels for up to 45 days from the date of shipment. Customers are encouraged to report any issues as soon as possible to ensure timely resolution.
