Shipping Protection Program Terms
Last Updated: November 18, 2025
Shipping Protection is an optional service offered by Nexus Bands that provides coverage for eligible orders affected by loss, theft, or damage during transit. This is not an insurance product. It is a service guarantee provided directly by Nexus Bands and is governed solely by the terms below.
When added to your order at checkout, Shipping Protection makes your order eligible for up to one (1) reshipment if your package is:
- Lost in transit — the carrier's tracking shows no movement or delivery confirmation within the timeframes outlined below.
- Stolen after delivery — the carrier confirms delivery, but the package was not received at the delivery address.
- Damaged in transit — the package or its contents arrived in unusable condition due to handling during shipment.
Shipping Protection does not apply to:
- Orders shipped to an incorrect address provided by the customer at checkout.
- Packages marked by the carrier as "delivered" to the correct address where no evidence of theft is provided.
- Packages refused at delivery or returned to sender.
- Claims filed outside of the timeframes listed below.
- Damage caused by normal wear, misuse, or installation after delivery.
- Orders without Shipping Protection added at the time of purchase. Shipping Protection cannot be added retroactively.
Refunds are not issued under the Shipping Protection program. The sole remedy offered is a one-time reshipment of the original order (or comparable replacement of equal value if the original item is no longer available). Customers who do not wish to receive a reshipment forfeit their claim.
All claims must be submitted to support@nexusbands.com with your order number and all required evidence outlined below. All claims must be filed within 3 calendar days of the delivery date listed by the carrier, regardless of customer location, claim type, or shipping destination. Claims submitted after this 3-day window will not be honored under any circumstances. Claims missing required documentation will not be processed until complete evidence is provided.
For lost packages where no delivery has occurred, see the additional eligibility timing under Lost Packages below.
A package is considered lost when the carrier's tracking shows no delivery confirmation within a reasonable timeframe.
- Eligibility to file:
Domestic orders: A claim may be filed once 7 calendar days have passed since the carrier's last tracking update or expected delivery date.
International orders: A claim may be filed once 21 calendar days have passed since the last tracking update. - Filing deadline: Claims must be filed within 3 calendar days of the package being eligible (i.e., within 3 days of the 7-day or 21-day threshold being met).
A claim for a stolen package may be filed when the carrier has marked the package as delivered but the package was not received.
- Filing window: Within 3 calendar days of the carrier's delivery confirmation. Claims filed after this window will not be honored, as carrier investigations are no longer viable.
- Required evidence (all of the following):
1. A copy of an official police report filed with your local law enforcement agency, including a report or case number.
2. Confirmation that you have contacted the shipping carrier to open a missing package investigation, including the carrier's case or reference number.
3. A signed written statement confirming the package was not received at the delivery address by you or any member of your household.
- Filing window: Within 3 calendar days of the delivery date.
- Required evidence (all of the following):
1. Clear photographs of the external shipping packaging, including any visible damage and the shipping label.
2. Clear photographs of the damaged item(s) showing the specific damage in question.
3. A photograph of all packaging contents laid out together, including any internal protective materials.
Damaged items must not be discarded until the claim has been fully reviewed and resolved. Disposal of evidence prior to resolution will void the claim.
- A return of the damaged item(s) may be required prior to reshipment. See the Return of Damaged Items section below for full details.
At Nexus Bands' sole discretion, customers filing a damage claim may be required to return the damaged item(s) before a reshipment is dispatched. This allows Nexus Bands to verify the claim, identify recurring product or carrier issues, and prevent abuse of the Shipping Protection program.
If a return is required:
- Return shipping label. Nexus Bands will provide a prepaid return shipping label at no cost to the customer. Customers are not required to cover return shipping costs for approved damage claims.
- Return window. The damaged item(s) must be shipped back within 7 calendar days of receiving the return label. The original packaging should be used when possible.
- Reshipment timing. The reshipment will not be processed or dispatched until the returned item(s) have been received and inspected by Nexus Bands. Standard inspection takes 2–3 business days from receipt of the return.
- Forfeiture. Failure to return the damaged item(s) within the required timeframe, or returning items in a condition materially inconsistent with the photographs and evidence submitted with the original claim, will void the claim and forfeit eligibility for reshipment under the Shipping Protection program.
- Partial damage. If only a portion of a multi-item order is damaged, only the affected item(s) need to be returned. Undamaged items in the same order do not need to be shipped back.
Nexus Bands reserves the right to waive the return requirement at its discretion, typically for low-value items or cases where return shipping costs exceed the value of the damaged goods. The decision to require or waive a return rests solely with Nexus Bands.
Claims are reviewed within 3–5 business days of receiving complete documentation. Nexus Bands reserves the right to request additional information, deny claims that do not meet the requirements outlined above, or refer claims to the carrier for investigation prior to issuing a reshipment.
Reshipments are sent via standard shipping and typically dispatch within 2–3 business days of claim approval (or following return inspection, where applicable). Expedited shipping on reshipments is not offered under this program.
One Reshipment Per Order
Shipping Protection covers a single reshipment per original order. If a reshipped order is subsequently lost, stolen, or damaged, the customer is responsible for filing a claim directly with the carrier. Shipping Protection cannot be purchased separately for or applied to a reshipment.
Fraud and Abuse
Nexus Bands reserves the right to deny any claim where evidence of fraud, misrepresentation, or repeated abuse of the Shipping Protection program is identified. This includes, but is not limited to, falsified documentation, repeated claims across multiple orders, or claims inconsistent with carrier records. Customers found to have submitted fraudulent claims may be banned from future purchases and reported to the appropriate authorities.
Changes to These Terms
Nexus Bands reserves the right to modify these terms at any time. The version of these terms in effect at the time of your purchase will govern any claim associated with that order.
For questions about the Shipping Protection program or to file a claim, contact support@nexusbands.com with your order number and any applicable information.