While we take great care in the packing and shipping of your parcel, for extra peace of mind we offer a Parcel Protection service to protect your parcel if it is lost or damaged in transit.
When you add our Parcel Protection service to your order, we'll take care of the retrieval or replacement of your missing or damaged parcel.
What does Parcel Protection cover?
Parcels lost in transit
If your parcel is not delivered within the normal time frames specified by Australia Post, please contact our customer service team and we will open an investigation on your behalf. Once your parcel is deemed missing by Australia Post (this can take up to 7 business days) we will replace any items (or credit you the cost of the items, if unavailable)
Please note we DO NOT offer refunds. This Parcel Protection policy offers a replacement of items and a credit ONLY. If you no longer wish to get replacement items you can opt for a full credit.
Parcel delivered to incorrect address
If your parcel tracking says it has been delivered to the incorrect address and we are unable to retrieve the parcel, we will deem this as a "missing parcel" and you will be covered by this policy. We will replace any items that are still available, and credit you for any unavailable items.
Please note we DO NOT offer refunds. This Parcel Protection policy offers a replacement of items and a credit ONLY. If you no longer wish to get replacement items you can opt for a full credit.
Parcel damaged in transit
Should your parcel arrive and be damaged in any way by Australia Post we will replace the items if available. Should we not have the item available we will credit or refund you for the item. Please contact our customer service team as soon as your parcel arrives to arrange to have your parcel sent back for assessment by our returns team. Once an assessment has been made, you will be contacted with a resolution.
What is not covered by Parcel Protection?
If the customer provides the incorrect address and the parcel is delivered we will not be responsible to recover this item or offer replacements.This includes payment of any damages as a result of non-receipt of your order.
Other FAQ
Can my Parcel Protection be refunded?
Once your order has been dispatched, Parcel Protection is not able to be refunded.
Can I add Parcel Protection after purchasing?
Once your order has been dispatched, we are not able to add Parcel Protection.
Customers must opt in to our Parcel Protection Policy in the cart before checkout for the Parcel Protection Policy to apply. Our Parcel Protection policy is not transferable or redeemable for cash, and is not refundable.
By participating in our Parcel Protection policy, you agree that Arlo & Co reserves the right to modify or replace any part of these terms and conditions and terminate this policy at any time without notice.
What if I do not have Parcel Protection?
If you did not opt into our Parcel Protection with your order, please contact the shipping carrier directly to seek a resolution. Without Parcel Protection on your order, we will not be able to provide a replacement or store credit.
How do I contact you regarding my Parcel Protection?
If you have any questions about your Parcel Protection or if you need to make a claim regarding a lost/stolen/damaged order please email us at hello@arloandco.com.au with your order number, contact info and a description of the problem and we will get back to you ASAP.
For speedy resolution, please use: 'PARCEL PROTECTION' as your email subject line.
