When you’re sending a sympathy gift, the last thing you want to worry about is whether it will arrive safely.
Our optional Shipping Protection helps protect your order if it is lost, stolen, or damaged in transit. If something goes wrong with a protected order, we’ll help make it right.
What Shipping Protection Covers
Shipping Protection provides coverage for eligible orders that are:
- Lost in transit
- Damaged during shipping
- Stolen after delivery
- Marked as delivered by the carrier but cannot be located
If Your Package Is Marked “Delivered” but Hasn’t Arrived
Occasionally, carriers mark a package as delivered before it actually reaches its final destination.
If tracking shows your package as delivered but you haven’t received it, we ask that you allow 5 business days after the carrier’s delivery confirmed delivery because 99% of orders marked as "Delivered" make their way to the correct one within that time period.
If your package still hasn’t been located after 5 business days, please contact us to submit a claim. (orders@thecomfortcompany.com)
Claims for packages marked delivered must be submitted no later than 15 days after the delivery confirmation date.
If Your Order Arrives Damaged
If your protected order arrives damaged, please contact us as soon as possible with images (cell phone is fine!) of the damaged item and packaging so we can quickly determine the best way to help.
How We Resolve a Claim
We determine the most reasonable resolution and often ask for your preference (refund? reshipment)
If the original item is no longer available or cannot be replaced, we can offer a store credit or refund.
How to Submit a Claim
Please email us with:
- Your order number
- The recipient’s name
- A brief description of what happened
- Photos, if the item arrived damaged
We’ll review your claim and help you with the next steps.
A Few Important Details
Shipping Protection is optional and applies only to orders where protection was selected and purchased at checkout.
Claims must meet the eligibility requirements and reporting timeframes described above. Shipping Protection does not cover issues unrelated to shipping or delivery.