RSGFX Shipping Protection

Below is a cleaned up, organized version of your RSGFX Shipping Protection policy, with some additions for clarity and protection. You can adjust the exact percentages or wording if you wish, but this gives you a solid, consistent policy to use on your site or in your terms.

RSGFX Shipping Protection Policy

RSGFX Shipping Protection is designed to assist with issues related to loss, theft, or significant damage during transit. It does not cover delays, incorrect addresses, or quality complaints, and it is not a product warranty or replacement plan.

This policy applies only to orders where RSGFX Shipping Protection has been purchased or included.

1. Filing an Order Issue

To file an order issue under RSGFX Shipping Protection, the customer must:

Contact us in writing (email or website contact form)
Provide the order number, full name, and shipping address
Provide clear photos or videos (for damaged items)
File the issue within the timeframes listed in this policy

If we request additional documentation and it is not provided within 3 business days, the order issue will be closed.

2. Packages Presumed to Be Lost

For packages where the tracking status is not marked as "Delivered":

Order issues must be filed no sooner than 9 days after the last tracking update for United States domestic shipments.
This allows time for transit delays, misrouted packages, and late scans.

If the package still does not show movement after this period and is considered lost by the carrier, RSGFX will review the claim under this Shipping Protection policy.

3. Invalid Address or Delivery Barriers

If the carrier cannot deliver a package due to:

An invalid, incomplete, or undeliverable address
Refusal of the package
Other delivery barriers caused by the customer’s provided information

The carrier may return the package to RSGFX. In this case:

The package is not considered lost, and RSGFX Shipping Protection does not cover it.
When the item is returned to us in reusable condition, the customer may be refunded minus the full original shipping cost.
If the customer wants the order resent, new shipping charges will apply.

4. Packages Labeled "Return to Sender"

Packages labeled "Return to Sender" are typically returned because:

The address provided by the customer was incorrect or undeliverable, or
The delivery was refused

RSGFX Shipping Protection does not cover "Return to Sender" packages.

Once the package is received back and is in reusable condition, the customer may:

Receive a refund minus shipping costs, or
Pay for new shipping to have the order resent to a corrected address.

5. Order Issues Filed Too Soon

If a customer files an order issue on the same day the package is marked as "Delivered", RSGFX may require the customer to wait up to 5 business days before proceeding, because:

Carriers sometimes mark packages as "Delivered" before actual delivery.
Packages may still arrive or be located around the property or with neighbors.

6. Delivered but Missing (Possible Theft)

If the tracking shows "Delivered" but the customer has not received the package, this is generally treated as a possible theft or "porch piracy" situation.

Order issues for packages marked "Delivered" but not received must be filed no sooner than 5 days after the listed delivery date and no later than 15 days after the delivery date.
The customer should first check with family members, neighbors, leasing offices, and around the premises.

For orders over 100 USD:

RSGFX may require a police report as evidence that the package was stolen.
The police report should state that the package from RSGFX was marked as delivered but is missing and is believed to be stolen.

RSGFX may also request additional documentation, which can include:

Proof of identity
Proof of address
A signed statement
Notarized documentation, depending on the circumstances

Please note that filing a false police report is a crime and may be prosecuted as a misdemeanor or felony, depending on jurisdiction.

7. Delivered to the Wrong Address

If the customer entered the correct address at checkout and the package was delivered to the wrong address due to carrier error:

RSGFX does not treat this as theft by the customer.
As a courtesy, RSGFX will offer to replace the order at 50 percent of the product cost, plus applicable shipping.
RSGFX may request documentation, such as screenshots of tracking and confirmation of the correct address.

If the customer entered an incorrect or incomplete address, this falls under invalid address and is not covered by RSGFX Shipping Protection.

8. Broken or Damaged Items

Broken Items

If an item arrives broken and unusable (for example shattered, crushed, or severely bent when it is not intended to bend):

The customer must submit clear photos of the item and packaging.
The customer does not need to ship the broken item back unless RSGFX specifically requests a return.
RSGFX will determine whether to replace the item, issue a partial refund, or provide another solution under this policy.

Damaged Items

A damaged item is considered one that is:

Clearly fractured, shattered, bent (when it is not meant to bend), crushed, or otherwise unusable

RSGFX Shipping Protection does not cover:

Minor cosmetic issues, such as small scratches, dents, or smudges
Manufacturing imperfections that do not affect use
Packaging errors or unsealed packaging

At our discretion, for cosmetic damage only, we may offer a 5 to 20 percent partial refund, depending on the severity, instead of a replacement.

RSGFX may request additional evidence such as:

Multiple photos from different angles
Short videos showing the damage

9. Quality Control and “Not What I Expected”

RSGFX Shipping Protection is not a satisfaction or product replacement plan.

If a customer is simply unsatisfied with the look, style, color, size choice, or design they approved:

This is treated as a quality or preference concern, not a shipping issue.
All custom sales are final and cannot be approved as a Shipping Protection claim.

If there is a genuine production error that differs from the customer’s approved proof, that should be handled under your separate “Refunds / Reprints” or “Quality Issues” policy.

10. Time Limits for Filing

For packages marked "Delivered" but not received, and where there is no clear evidence of theft, order issues must be filed no earlier than 5 days after the delivery date and no later than 15 days after the delivery date.
For packages presumed lost where the tracking is not marked as "Delivered", order issues must be filed no sooner than 9 days after the scheduled delivery date for United States domestic shipments.

Order issues filed outside of these time windows may be denied.

11. Expedited Shipping That Has Not Arrived

RSGFX Shipping Protection does not cover delays in transit, including late expedited shipments.

If the carrier posts alerts for delays due to weather, volume, or other operational issues, these are outside RSGFX control.
If the customer paid for expedited shipping and the package arrives after the estimated carrier window, RSGFX will not refund the shipping cost under this policy.

For guaranteed time-specific delivery, the customer should contact RSGFX before ordering so that appropriate carrier options can be discussed.

12. Package in “Pre-Shipment”

If tracking shows "Pre-Shipment" but RSGFX has already handed the package to USPS or another carrier:

RSGFX reserves the right to deny order issues where the carrier has simply failed to scan the package at the origin facility.
In many cases, the package is placed on a truck and the next scan occurs at a distribution center closer to the destination.

Customers should allow up to 9 days from the time the package is marked "Pre-Shipment" for a scan or movement before filing a claim.

13. Closed Order Issues and Non-Response

If a customer does not respond to RSGFX requests for additional information or documentation within 3 business days:

RSGFX will close the order issue.
If the package has already shipped and is protected under RSGFX Shipping Protection, we are not able to refund the order solely due to lack of response.

14. General Limitations

RSGFX Shipping Protection:

Applies only to shipping-related issues for covered orders
Does not cover delays, customs holds, taxes, duties, or fees
Does not cover orders where inaccurate customer information caused the problem
Is subject to change, and the policy at the time of purchase will apply