Guide Package Protection FAQ

• What is Guide Package 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.

• How do I file a claim with Guide Package Protection?

  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 Guide Package Protection cost?

  The cost of Guide Package Protection depends on the total value of your order.

• How long before my delivery is classified at 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 the order.