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Guide Package Protection FAQ
What is Guide Protection?

Guide Package Protection protects your order against loss, damage, theft, and more. In just a couple of clicks, you'll receive a refund or replacement for approved claims. To cover your order, make sure Guide Package protection is checked before you place your order at checkout.
Where do I file a claim?

If you’ve purchased package protection and need to make a claim, head here to File a Claim.
How do I buy Guide Package Protection?

Guide Package Protection will be available to add once you reach Checkout. Once it is added, it will appear at checkout as a product before your order is placed.
What am I covered for?

Guide Package Protection covers lost, damaged, stolen packages.
How much does Package Protection cost?

The cost of Guide Package Protection depends on the total value of your order.
How long before my delivery is considered lost?

If your parcel hasn't had an updated tracking scan in 5 days, it’s considered lost in transit, and you can make a claim.
What happens if my parcel is stolen / if it says delivered but I haven’t received it?

File a claim as normal here and Guide will go ahead and process your claim.
How do I get a refund for Guide Package Protection?

If your order is in transit, we are unable to refund Guide Package protection.
How long do I have to file a claim?

30 – 45 days depending on the claim type. This is from the date you placed your order.

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