🛡️  PATCHBUILT · Las Vegas, NV

Shipping
Protection

Optional coverage for qualifying lost and damaged shipments. Purchased at checkout. Backed by PATCHBUILT directly — no third parties.

📋  File a Claim
How It Works
Step 01
🛒

Add at Checkout

Select Shipping Protection when placing your order. The fee is based on your order subtotal and is non-refundable once the order ships.

Step 02
📬

Issue Occurs

If your package is lost in transit or arrives damaged, gather your photos and order details. Act within the required timeframes.

Step 03
✅

File & Resolve

Submit your claim below. Approved claims receive a replacement, reshipment, or refund. We typically respond within 1-3 business days.

Coverage Overview
📦
Lost in Transit

Coverage after carrier timing standards for a potentially lost shipment are met.

💥
Damage in Transit

Physical damage caused during shipping, reported within 5 days with photos.

🔄
Resolution

Approved claims receive a replacement, reshipment, or refund.

⏱️
Timeframes

Claims must be submitted within required windows to be considered.

Policy Details
✓

What Is Covered

Lost in Transit

A package may qualify as lost in transit if it is not delivered and meets the applicable carrier timing standards. PATCHBUILT uses the following review timing:

USPS
Eligible after
7 days from ship date
UPS
Eligible after
1 day past expected delivery

Damaged in Transit

Physical damage caused during shipping. Must be reported within 5 calendar days of delivery with photos of:

  • ✓The outer package
  • ✓The shipping label
  • ✓The internal packaging materials
  • ✓The damaged item(s)
⚠

Not Automatically Covered

Packages marked delivered but reported as not received are not automatically covered. Reviewed case by case with no guarantee of approval.

  • —Marked delivered but reported missing
  • —Suspected theft or porch piracy
  • —Missing package after delivery scan

Customers may be asked to confirm their shipping address, check with neighbors or building staff, contact the carrier, or provide supporting documentation.

✕

What Is Not Covered

  • ✕Incorrect or incomplete addresses entered at checkout
  • ✕Delays where the package is still in transit or ultimately delivered
  • ✕Issues caused by forwarding, rerouting, intercepts, or address changes after shipment
  • ✕Claims submitted outside the required timeframe
  • ✕Unverifiable, abusive, or fraudulent claims
  • ✕Minor packaging wear that does not affect the product
⏱

Claim Timeframes

Damage in Transit
Within 5 days of delivery
Delivered but Not Received
Within 5 days of marked delivery
USPS
Lost in Transit
No sooner than 7 days from ship date
UPS
Lost in Transit
No sooner than 1 day after expected delivery
🔄

Resolution of Approved Claims

For approved claims, PATCHBUILT will provide one of the following:

📦  Replacement
🚚  Reshipment
💳  Refund
Note: If a refund is issued, original shipping charges are not refunded.
ℹ

If Shipping Protection Is Declined

If not purchased, PATCHBUILT is not obligated to replace, reship, or refund orders for carrier-related issues after shipment. We may choose to assist at our discretion.

Non-Refundable: Shipping Protection fees are non-refundable once the order has shipped.
⚖

Final Review Rights

PATCHBUILT reserves the right to investigate all claims and deny any claim that is unsupported, unverifiable, abusive, or fraudulent. Submission of a claim does not guarantee approval.

Situational Examples
✓ Approved Package Lost — USPS

Customer orders 8 patches. Tracking shows last scan 9 days ago with no delivery update. Customer contacts PATCHBUILT, confirms address was correct. Qualifies for lost-in-transit review — order is reshipped.

✕ Denied Reported Late — Damage

Customer receives package with a cracked acrylic patch. They contact PATCHBUILT 9 days after delivery. The 5-day damage reporting window has passed — claim is outside the required timeframe and cannot be approved.

✓ Approved Damaged in Transit

Package arrives with a crushed box and a bent leatherette patch. Customer submits photos of the outer package, label, packaging materials, and damaged item within 3 days of delivery. Claim is approved — replacement shipped.

✕ Denied Wrong Address at Checkout

Package is delivered to the address entered at checkout. Customer realizes they entered an old address. Incorrect address entries are not covered — this falls outside policy regardless of Protection status.

✓ Approved Marked Delivered — Reviewed

Package is marked delivered but customer cannot locate it. Customer confirms address, checks with neighbors and building office, and contacts USPS — who confirms no GPS delivery scan. PATCHBUILT reviews and approves a replacement.

✕ Denied No Protection Purchased

Customer's package is lost in transit but Shipping Protection was not added at checkout. PATCHBUILT is not obligated to reship or refund. We review these on a case-by-case basis but approval is not guaranteed.

Frequently Asked Questions
We typically review and respond to claims within 1-3 business days. Once approved, replacements and reshipments are processed the same or next business day out of our Las Vegas facility.
No. Shipping Protection must be added at the time of checkout. It cannot be added to an existing order once it has been placed or shipped.
Coverage applies to the order as a whole. If only one item is damaged and the rest arrived fine, PATCHBUILT will replace or reship only the damaged item(s). Provide clear photos of each affected item when submitting your claim.
No. The Shipping Protection fee is non-refundable once the order has shipped, regardless of whether a return or refund is issued on the order itself.
You need four photos: the outer package showing damage, the shipping label, the internal packaging materials, and the damaged item itself. All four are required for a damage claim to be considered. You can upload them directly in the claim form below.
File a Claim

Submit a Claim

Fill out all fields below. Claims with photos are processed faster. We respond within 1-3 business days.

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This policy applies to orders with Shipping Protection purchased at checkout.
PATCHBUILT LLC · Las Vegas, NV · Built In-House. Shipped With Care.