Shipping Protection

ETHREE Package Protection Policy

Protect your package for just $3.00.

At ETHREE, we understand how frustrating shipping issues can be. That’s why we offer optional Package Protection at checkout to give you added peace of mind while your order makes its way to you.

If your package is confirmed lost, stolen or damaged under the terms of this policy, ETHREE will provide a replacement when available or a refund to your original payment method. 

What’s Covered?

When Package Protection is purchased at checkout, your order may qualify for a refund or replacement in the following situations:

  • Lost Packages: Your shipment is lost in transit and cannot be located by the shipping carrier.
  • Stolen Packages: Your package is marked delivered but cannot be located after reasonable efforts to recover it, including eligible porch theft.
  • Damaged Packages: Your merchandise arrives damaged as a result of shipping or handling during transit.

All claims are subject to verification and the terms of ETHREE’s Package Protection Policy.

What’s Not Covered?

Package Protection does not cover:

  • Shipping delays or packages arriving later than expected.
  • Incorrect or incomplete shipping addresses provided at checkout.
  • Packages redirected to an unauthorized or incorrect address at the customer’s request.
  • Normal product wear, manufacturing defects, or dissatisfaction with an item.
  • Fraudulent claims or claims containing inaccurate information.
  • Loss or damage resulting from circumstances excluded under applicable shipping protection terms.

How to Submit a Claim

If your package is lost, stolen, or damaged, please contact ETHREE Customer Service with:

  1. Your order number and full name.
  2. A description of the shipping issue.
  3. Photos of damaged merchandise and packaging, if applicable.
  4. Any additional information requested to verify the claim.

For packages marked delivered but missing, please check surrounding delivery areas, household members, and neighbors before submitting your claim.

Please retain damaged items and all original packaging until your claim has been resolved.

Claim Reporting Deadlines

Please contact ETHREE as soon as you discover an issue.

  • Stolen or missing after delivery: Within 3 days of the delivery scan.
  • Damaged merchandise: Within 7 days of delivery.
  • Lost in transit: Contact us promptly once the shipment appears lost or tracking stops progressing.

Refunds, Store Credit & Replacements

Approved Package Protection claims will be resolved through a replacement, when available, or a refund to the original payment method. Store credit may be offered at the customers request. 

Because ETHREE offers limited inventory and exclusive collections, replacement merchandise may not always be available. In those cases, an eligible refund may be issued instead.

Package Protection Claims & Processing Times

All shipping protection claims must be reported to ETHREE as soon as possible after the issue is discovered or within 3 days of a package being marked delivered. 

Once a claim is submitted, please allow approximately 5–8  business days for initial investigation and review. This is an estimated timeframe, not a guaranteed resolution date.

Some claims may require additional documentation or carrier investigation and may take longer to resolve.

ETHREE will communicate any updates or additional requirements during the claims process.

ALL claims will be resolved with a refund to the original payment method or a replacement when available, in accordance with our Package Protection Policy.

Shipping delays alone do not qualify as lost packages..

Additional Terms

  • Package Protection costs $3.00 per order and must be purchased before checkout is completed.
  • Protection applies only to eligible merchandise in the order for which it was purchased.
  • Package Protection is separate from ETHREE’s standard return and exchange policy.
  • Package Protection does not cover ordinary returns, sizing issues, or changes of mind.
  • ETHREE may request additional documentation to verify a claim.
  • This policy does not limit any rights customers have under applicable consumer protection laws.

For assistance with a protected shipment, please contact ETHREE Customer Service.