Shipping Protection Terms

We carefully pack and ship every Supreme Permanent order. While we take every precaution to ensure your order arrives safely, unexpected issues such as loss or damage may occur while a package is in transit.

Orders Up to $200

Orders valued at $200 or less are eligible for complimentary shipping protection at no additional cost, subject to claim eligibility and the terms below.

If your shipment is lost or damaged during transit, please contact us so we can review the shipment and assist with the claim.

Orders Over $200

For orders valued at more than $200, we strongly recommend purchasing Shipping Protection at checkout.

Shipping Protection is designed to protect the eligible value of your order in the event your package is lost or damaged during transit.

Orders Without Shipping Protection

If your order is over $200 and you choose not to purchase Shipping Protection, complimentary protection is limited to up to $200.

Supreme Permanent cannot guarantee replacement or reimbursement for any portion of the order above $200 that was not protected.

By declining Shipping Protection on an order over $200, you acknowledge that you are responsible for the uninsured portion of the shipment in the event of loss or damage during transit, to the extent permitted by applicable law.

What Shipping Protection Covers

Shipping Protection may cover eligible orders that are:

Lost in Transit
Packages confirmed lost during shipping or that have had no tracking movement for an extended period.

Damaged in Transit
Products that arrive damaged as a result of shipping or carrier handling.

Approved claims may be resolved with a replacement or refund, depending on product availability, the circumstances of the claim, and the protected value of the shipment.

Lost Packages

A delayed shipment is not automatically considered lost.

A shipment may generally be considered lost after:

Domestic shipments: 30 consecutive days without tracking movement.

International shipments: 45 consecutive days without tracking movement.

We may require confirmation from the shipping carrier or additional documentation before approving a claim.

Damaged Packages

If your order arrives damaged, please contact Supreme Permanent within 3 business days of delivery.

Please keep all products and original packaging until your claim has been resolved.

We may request your order number, photos of the damaged products, photos of the shipping box or mailer, photos of the original packaging and shipping label, tracking information, and any additional documentation necessary to review the claim.

Failure to provide requested documentation may prevent a claim from being approved.

Packages Marked Delivered

Packages marked Delivered by the shipping carrier are not automatically considered lost.

If tracking shows Delivered but you cannot locate your package, please check the delivery location, surrounding property, household members, neighbors, building management or mailroom, and contact the shipping carrier.

Additional documentation or confirmation from the carrier may be required before a claim can be approved.

Shipping Protection does not guarantee replacement or reimbursement solely because a package marked Delivered cannot be located.

Incorrect or Incomplete Addresses

Customers are responsible for providing a complete and accurate shipping address at checkout.

Shipping Protection does not cover losses, delays, returned packages, or additional shipping expenses caused by an incorrect or incomplete address provided by the customer.

Please contact us immediately if you notice an address error. We cannot guarantee address changes after an order has been processed or shipped.

International Shipments

Shipping Protection does not cover delays or issues caused by customs processing, customs holds, import restrictions, refusal to pay applicable duties or taxes, failure to provide required documentation, or other destination-country import requirements.

Customers are responsible for complying with the customs and import requirements of their destination country.

Claim Review

Shipping Protection does not guarantee automatic replacement or reimbursement.

All claims are reviewed individually based on tracking information, documentation, carrier information, and the circumstances surrounding the shipment.

Supreme Permanent reserves the right to request additional documentation or information before approving a claim.

For an approved claim, Supreme Permanent may provide a replacement or refund up to the eligible protected value of the shipment.

Shipping Protection fees are non-refundable once an order has shipped.

Contact Us

To report a lost or damaged shipment, please contact Supreme Permanent via email help@supremepermanent.com with your order number, tracking information, and any relevant photos or documentation.