How Parcel Protection Works
Priority Case Review
If something goes wrong, your case gets fast-tracked — with resolutions in as little as 7 minutes.
Dedicated Support
You'll receive guided assistance from our support team to ensure your claim is handled quickly and clearly.
Hassle-Free Replacements
If your claim is eligible, we'll work to arrange a replacement or resolution faster than our standard processing time.
What Parcel Protect Does Not Cover
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Parcel Protect is not insurance. It does not guarantee financial reimbursement or automatically cover loss, damage, or theft.
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It does not replace your rights under Australian Consumer Law.
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We will not be liable for parcels where negligence, incorrect addresses, or misuse are involved.
Opting Out of Parcel Protection
If you choose not to add Parcel Protect, your order will still be supported under our standard service process. This may take longer (5 to 14 business days), and cases will be reviewed in the order they are received.
Claims Process
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Complete our claim form (takes less than 5 minutes).
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Our team will prioritise your case for review.
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If eligible, we'll work with you to provide a resolution — typically a replacement or store credit.
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You’ll receive progress updates from your assigned support rep.