Guarantee Zero Liability Protection

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.

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 our 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 Web Direct Brands and ensures you are protected in the event of a lost shipment.

Carrier Lost or Damaged Package Claim Policy with Zero Liability Insurance

If your order was lost in transit or arrived damaged, Web Direct Brands will file a claim with the carrier on your behalf. We will send a replacement, and if the item is no longer available, we will issue a refund to ensure you receive your money or your product.

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. If the value of your purchase exceeds $100, be aware that FedEx may not reimburse the entire amount, depending on the shipment’s declared value and coverage.

To start a claim, you will need to:

Gather your information

Before starting a claim, make sure you have:
- The FedEx tracking number
- Proof of the item’s value (such as a receipt or order confirmation)

Sign in to your FedEx account

FedEx requires you to be logged in to submit a claim.
If you don’t have an account, you’ll need to create one.

Report the package as missing

If tracking shows “Delivered” but you didn’t receive it, FedEx asks you to first report it missing through your tracking information.
This starts an internal investigation to try to locate the package.

Start your claim

Go to the claims section on the FedEx website.
Enter your tracking number, select that the shipment is missing, and provide shipment details.

Upload supporting documents

Upload any proof of value for the lost item.
This helps FedEx verify the claim.

Submit the claim

Review the information you provided and submit the claim for FedEx to review.

Monitor your claim status

You can check updates by signing in to your FedEx account and reviewing your claims history.
FedEx will contact you if they need more information and will issue reimbursement if the claim is approved.

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.

To start a claim, you will need to:

Gather your information

Before starting a claim, make sure you have:

The USPS tracking number
Proof of the item’s value (a receipt, invoice, or order confirmation)

Create or sign in to your USPS account

USPS requires you to be logged in to submit a missing-mail search or an insurance claim.
If you don’t have an account, you’ll need to create one.

Start a Missing Mail Search

If your package hasn’t arrived, USPS usually asks you to submit a Missing Mail Search first.
You’ll provide basic details about the mailing date, addresses, and what was inside the package.
USPS will attempt to locate it before you file a claim.

Check if the shipment is eligible for a claim

Only certain USPS services include insurance or allow claims (for example, Priority Mail, Priority Mail Express, and shipments where extra insurance was purchased).
If the service used includes insurance, you can file a claim once the item is confirmed missing.

Start your claim

If eligible, go to the USPS claims section on USPS.com and begin a new claim.
Enter the tracking number and provide details about what happened to the shipment.

Submit the claim

Review everything you entered and submit the claim for USPS to evaluate.

Monitor your claim status

Log in to your USPS account to check claim updates.
USPS may request more information and will send reimbursement if the claim is approved.

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:

Gather your information

Before you start, make sure you have:

The UPS tracking number (or other shipment reference)
Proof of the item’s value (receipt, invoice, order confirmation, etc.)

Sign in to UPS.com or file as a guest

UPS allows claims to be filed either by logging in or, if you don’t have an account, by filing as a guest.

Confirm eligibility and time limits

Make sure it’s within UPS’s allowed timeframe: claims for lost or damaged packages must be filed within 60 days of the package’s scheduled delivery (or the pickup date if undelivered).

Start your claim

Go to the UPS claims page and begin a new claim.
Provide the tracking number and specify that the package was lost or missing.

Provide shipment and loss details

Enter your contact information, shipment details, and a clear description of what happened (e.g., package marked delivered but never received).
If any contents were missing or lost, be sure to include that information.

Upload supporting documentation

Attach proof of item value such as invoice, receipt, or order confirmation.
Upload photos if you have any (for example of packaging or how it was shipped).
For damaged packages, UPS may need photos of packaging, contents, and label.

Submit the claim

Review your information carefully, then submit the claim. UPS will open an investigation

Monitor claim status and await resolution

You can check the claim’s progress on UPS.com after submission.
If UPS approves the claim and payment paperwork is complete, payment will be processed.

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.