Zero Liability Protection for Your Order
At Web Direct Brands, we understand how important your order is and the frustration that can come from shipping delays, lost packages, or damaged shipments. While we strive to ensure every order reaches you safely, once a package leaves our distribution center, it is in the hands of the carrier selected during checkout. Unfortunately, shipping mishaps can happen, and when they do, it can be stressful for both parties. That’s why we offer Zero Liability Protection.
What is Zero Liability Protection?
Zero Liability is an optional add-on designed to give you peace of mind when shopping with us. When you purchase Zero Liability Protection at checkout, you are safeguarding your order against loss or damage during transit. If your order is lost in the mail, never arrives, or arrives damaged, this protection ensures that you will receive a full replacement for the order - no hassles and no waiting on lengthy mail carrier investigations.
Why Consider Zero Liability?
- Optional and Flexible: You are never required to purchase this protection. It is completely optional and available for your convenience.
- Customer-Focused Security: This service exists to protect you, the customer, from financial loss due to circumstances beyond your control.
- Covers Carrier Mistakes: carriers occasionally lose or damage packages. While rare, these situations can be frustrating, and this protection guarantees your purchase is safe.
Who is Responsible for Lost or Damaged Packages?
If a package is lost or damaged after leaving our distribution center, it is not the fault of the customer and it is not the fault of Web Direct Brands. Once shipped, the carrier assumes responsibility for successful and safe delivery. Without Zero Liability, you would need to work directly with the carrier for reimbursement, which may be limited to $100.00.
By purchasing Zero Liability, you eliminate that hassle and risk. This coverage is paid through the mail carrier and ensures both you and Web Direct Brands are protected in the event of a lost shipment.
Carrier Lost or Damaged Package Claim Policy
If your order was lost in transit or arrived damaged, Web Direct Brands will file the claim with the carrier on your behalf. The carrier typically covers up to $100, and our zero liability insurance will cover the remaining balance once the carrier approves the claim.
To process the claim, we need specific information from you. Please review the carrier-specific requirements below:
FedEx Claims
To start a FedEx claim, you must provide:
- Tracking number
- Order invoice (proof of purchase)
- Description of the lost or damaged item(s)
- Any additional documents, if requested (e.g., photos, expense statements)
Process:
- Email required information to sales@webdirectbrands.com
- We will file the claim with FedEx.
- FedEx will review and typically resolve claims within 8 - 10 business days.
- Once FedEx approves the claim (up to $100), Web Direct Brands will reimburse the entire balance.
USPS Claims
To start a USPS claim, you must provide:
- Tracking number
- Order invoice (proof of purchase)
- Signed statement of non-delivery (if applicable)
- Photos of damaged items and packaging (if applicable)
Process:
- Send all documents to sales@webdirectbrands.com
- We file the claim with USPS and initiate a Missing Mail Search if needed.
- USPS typically takes 5 - 10 business days for a decision, but lost mail claims may take longer.
- After USPS approves the claim and issues their portion (up to $100), Web Direct Brands will cover the rest.
UPS Claims
To start a UPS claim, you must provide:
- Tracking number
- Order invoice (proof of purchase)
- Description of the lost or damaged item(s)
- Any supporting photos (if applicable)
Process:
- Submit the required info to sales@webdirectbrands.com
- We file the claim with UPS.
- UPS usually resolves claims in 8 - 10 business days.
- After UPS approves (up to $100), Web Direct Brands will reimburse or replace the remaining amount.
Important:
- All claims for lost or damaged shipments must be reported to Web Direct Brands within 7 days of delivery.
- Failure to provide requested documents may delay or prevent reimbursement.
Lost or Damaged Package with no Zero Liability Insurance.
If your order was lost in transit or arrived damaged without zero liability insurance, here’s what you can expect:
FedEx
FedEx is responsible for reimbursing customers for lost or damaged packages, but certain conditions apply. FedEx’s liability is limited to the declared value of the package, up to a certain maximum. To receive reimbursement, customers must file a claim, provide proof of loss or damage, and demonstrate that FedEx was at fault. By default, FedEx provides coverage of up to $100 of declared value at no additional cost if no extra insurance (Zero Liability Insurance) was purchased.
To start a claim, you will need the following:
- Tracking or PRO number
- Supporting Documents: photos if you received a damaged item, serial number of lost merchandise, or a copy of the receipt.
Once a claim is submitted, FedEx typically takes 7–21 business days from the time it receives the claim form and all required documentation to resolve the matter.
USPS
If your USPS package was lost or damaged and you didn't purchase insurance, you still have some options, though a full reimbursement may be limited.
Steps you can take:
- Initiate a Missing Mail Search - If tracking information doesn’t resolve the issue and at least seven days have passed since the mailing date, you can submit a Missing Mail Search request online at missingmail.usps.com
- File a Claim - You may be able to file a claim for certain types of lost or damaged mail, even without purchased insurance.
UPS
UPS provides default liability coverage of up to $100 for lost or damaged packages, even without purchasing additional declared value coverage. If you’re dealing with a lost or damaged UPS package and did not purchase additional insurance, here’s what you need to know and the steps you can take:
- File a Claim - Gather supporting documentation, including proof of value, a detailed description of the item, photo evidence (if applicable), and proof of payment.
IMPORTANT
Please keep in mind that without this liability guarantee your claim may be denied, or you may not receive a full refund. Web Direct Brands is not responsible for claim decisions or the amount refunded, as this is determined solely by the carrier. Each claim is handled on a case-by-case basis and is entirely under the carrier’s control. Once an item leaves our shipping department, the product lies in the hands of the carrier.