Shipping Protection

To enhance your shopping experience, Duotts offers optional Shipping Protection. This service covers issues that may occur during transit, including lost, damaged, or misdelivered packages. With Duotts Shipping Protection, we handle all claims directly and ensure fast and fair resolutions.

Whether your package is delayed, mishandled, or damaged, we’re committed to protecting your order from the moment it ships until it safely arrives.

1. What’s Covered

1.1 Lost Packages
· Domestic Orders: If the package is not marked as "delivered" within 30 days from the shipping date, it will be considered lost.
· International Orders: If not marked as "delivered" within 60 days, it will be treated as lost.
· Marked as Delivered but Not Received: If tracking shows "delivered" but the package was not received, a claim can still be filed with supporting documentation.We will offer either a replacement or a full refund, up to the original order value.

1.2 Damaged Packages
· If your order is damaged during transit, you are eligible to file a claim.
· Please retain photos of the packaging and damaged items as evidence.Depending on the extent of the damage, we will issue a replacement or refund.

1.3 Misdelivery (Wrong Address)
· If the package was delivered to an incorrect address not matching your order details, we will cover the cost to correct the issue (subject to review and approval).

2. How to File a Claim

To ensure smooth processing, please file your claim within the time limits listed below.

2.1 Time Limits for Claims
· Lost Packages (Not Delivered): File within 90 days from the order date
· Marked as Delivered but Not Received: File within 7 days of the delivery scan
· Damaged Packages: File within 7 days of the delivery scan
· Misdelivery: Report the issue as soon as possible after discovery

2.2 Contact Information
· Email: amy@duotts.com
· Please include the following:

Order number
Description of the issue
Tracking number and any relevant photos or screenshots
Contact information

3. Cancellation Policy

· Before Shipment: You may cancel the shipping protection and receive a full refund if your order has not yet been shipped.
· After Shipment: Once your order has shipped, the shipping protection becomes active and cannot be canceled or refunded.

4. Our Commitment

We understand that every order matters. Duotts Shipping Protection gives you:

· Fast, reliable customer support
· A clear, simple claims process
· Direct handling by Duotts — no third-party involvement
· Peace of mind from checkout to delivery

If you have questions or need help, feel free to contact us. We're here to support you every step of the way.