Lost or Missing Packages

 

At Nuggles®, quick and reliable delivery is a top priority. We work hard to ensure your order ships promptly, but once a package leaves our warehouse and is in the possession of the carrier, we are no longer responsible for transit delays, lost packages, or delivery issues.

Shipping Coverage

All shipments sent via USPS or UPS now include up to $200 of insurance coverage through Shopify ShipInsurance. If your order value exceeds this amount, we strongly recommend purchasing additional coverage (available up to $5,000). To add coverage, please select the appropriate insurance amount here and add it to your cart.

If additional coverage is not purchased, Nuggles® is not liable for loss, damage, or theft beyond the carrier’s included insurance. In some cases, we may be able to add coverage after checkout, but this is not guaranteed. Once a shipment confirmation has been issued, no additional coverage can be added. Please select the correct amount of insurance for your order total, as we cannot reimburse coverage purchased above your cart subtotal.

Delayed or Missing Packages (7–19 Days After Shipment)

It’s not uncommon for shipments to take longer than the estimated delivery window. If your package appears delayed but is still within 7–19 days of shipment, please allow additional time for delivery.
You may contact USPS or UPS directly to request a Package Location Inquiry during this period.

Packages Not Received (20–59 Days After Shipment)

If you have not received your order within 20 days of the shipment date and tracking has not updated for 5 or more business days, please contact our team so we can begin a claim through Shopify ShipInsurance.

Once a claim is submitted, store credit or a replacement will be issued for the insured value (up to $200, or the amount of coverage purchased) after the claim is approved. Please allow for up to 7 business days for claim to be processed. 

Packages Over 60 Days

If you have not contacted us within 60 days of shipment, we are unable to file a claim or issue any store credit or replacement.

Tracking Shows “Delivered” But Package Not Received

If tracking confirms delivery to the shipping address provided, but the package has not been received:

  • Contact your local post office or UPS office to verify delivery details.

  • Check with neighbors or building management.

Unfortunately, claims cannot be filed for packages marked as “Delivered” by the carrier. Customers may file a direct claim through USPS, UPS, or ShipInsurance if desired.

Incorrect Shipping Address

If an incorrect shipping address was provided at checkout and not corrected before shipment, Nuggles® is not responsible for lost or undelivered packages.
If the package is returned to us, the customer will be responsible for the reshipping fee to send it again.

Damaged Packages

If your order arrives damaged, please contact us within 5 business days of delivery with photos of the packaging and damaged items.
Claims for damage must be filed through Shopify ShipInsurance, and all required documentation must be provided for processing.

Important Reminder

Nuggles® will always assist with the claims process to the best of our ability; however, orders without additional coverage cannot be credited or replaced beyond the $200 included insurance amount.