PROTECT YOUR ROWE CASA DELIVERY WITH 
NAVIDIUM SHIPPING PROTECTION

WHAT WE DEEM AS LOST:

• Shipment states ‘delivered’ but you have not received it. Depending on where you live, we ask that you allow up to 5 business days for your order to be delivered. Sometimes the courier prematurely marks it as delivered and tries a redelivery, it turns up in a secure location at your property or it may be at your neighbors.
• Your tracking has not updated for 2 weeks from the ship date.
  
  We reserve the right to classify this as a ‘delay’ if there is a high volume of parcels in the courier network and we are aware of delays, otherwise we will offer a refund or replacement.

WHAT WE DEEM AS DAMAGED:

• Items arrive damaged in transit - products leaked, bottle cracked, etc.
• Some of your order is missing due to the box/package opening in transit 

Please contact us at info@rowecasaorganics.com immediately if your items have arrived damaged or if something is missing. We may ask for photos as evidence of damage.

WHAT WE DO NOT COVER:

• Missing parcels or redelivery fees due to incorrect address information provided by you.
• Delays in transit. 
• Order marked as unfulfilled or unshipped. This may be due to inventory issues or dispatch delays.
• Orders stuck in customs - we cannot be held responsible for customs delays or fees. Please get in touch with your chosen courier and pay required customs fees. If you refuse customs payments, we are not liable for any return to sender fees, and these will be deducted from your refund.
• Items that are returned to us for a refund or exchange that are not in a resalable condition.

HOW TO SUBMIT YOUR CLAIM:

If your parcel is lost or damaged, please contact us on info@rowecasaorganics.com from the email address you used to place your order. A member of our customer service team will assist you within 1-2 business days. 

By selecting Rowe Casa Shipping Protection, you agree to these terms. 

We ask that you wait to get in touch with us regarding a missing order until the allotted time has passed for it to be deemed as lost.

Rowe Casa Shipping Protection is non-refundable.

OUR POLICY FOR UNPROTECTED PARCELS:

We will follow the claims policy with your selected courier to either locate your order or deem it as lost. This may take 6-8 weeks and is at the discretion of the courier.

If your parcel has a GPS location or photographic evidence that it has been delivered to your property, is with a neighbor or at a secure location, we are not responsible for a refund or replacement.