Shipping Insurance Policy

Olarion Shipping Insurance Policy

Effective Date: 1 January 2026

 

The Olarion Shipping Insurance provides peace of mind by protecting your purchases against loss, damage, or theft during transit. By purchasing or opting into Olarion Shipping Insurance at checkout, you agree to the terms, conditions, and coverage limits outlined below.

1. Scope of Coverage

Olarion Shipping Insurance covers eligible items purchased directly through official Olarion channels against physical damage, total loss, or theft that occurs while the package is in transit from our fulfillment center to your designated shipping address.

Coverage applies to three main transit scenarios:

1.1 Damaged in Transit

  • Physical damage to the product resulting from external transit forces, courier drop, or crushed outer packaging occurring prior to initial delivery receipt.

1.2 Lost in Transit

  • Packages deemed lost by the third-party courier network where tracking stops updating for more than 7 business days (local delivery) or 14 business days (international delivery).

1.3 Stolen After Delivery ("Porch Piracy")

  • Packages verified as delivered by courier tracking GPS/signature but stolen before you take possession.
  • Note: Claims for post-delivery theft require an official police report filed within the required reporting window.

2. Claim Filing Timeframes

To be eligible for coverage, shipping insurance claims must be reported to Olarion Customer Support within 48 hours of delivery

3. Required Claim Documentation

To process a shipping insurance claim promptly, you must provide:

  1. Proof of Purchase: Your Olarion order number, receipt, or invoice.
  2. Photos / Videos (For Damaged Items):
    • Clear photos of the outer shipping box (showing the shipping label).
    • Clear photos/video of the inner protective packaging.
    • Clear photos/video of the damaged product.
  3. Police Report (For Stolen Packages): An official police report reference number if tracking shows "Delivered" but the item was stolen from your doorstep/mailroom.
  4. Retention of Packaging: You must keep all original packaging materials and damaged goods until the claim is finalized. Disposing of packaging prior to claim approval will void coverage.

4. Remedies Offered Under Shipping Insurance

Once a claim is approved, Olarion will, at its discretion, execute one of the following remedies at no additional cost to you:

  • Replacement: Dispatch a brand-new replacement unit with priority shipping.
  • Component Replacement: Dispatch exact original replacement parts if the damage is minor and easily user-replaceable (e.g., replacement water tanks, cables, or filters).
  • Refund or Store Credit: Issue a refund or store credit for the item's purchase price if the product is permanently out of stock or discontinued.

5. Exclusions (What Is Not Covered)

Olarion Shipping Insurance does not cover:

  • Incorrect Address Provided: Orders misdelivered due to incorrect or incomplete shipping addresses provided by the customer at checkout.
  • Customer Refusal / Absenteeism: Packages returned or lost because the recipient refused delivery, failed to pay regional import taxes/duties, or failed to collect the parcel from a courier collection point.
  • Scheduled White-Glove Installation: Large items (e.g., installed water purifiers, massage chairs) delivered and set up directly by Olarion's internal installation technicians. (These items are inspected and signed off on-site at the time of installation).
  • Cosmetic Packaging Damage: Minor dents, creases, or scuffs on the outer shipping box that do not affect the internal product itself.
  • Delayed Shipments: Standard delays in carrier logistics, holiday backlogs, or delays caused by customs clearance.
  • Pre-Existing Unattended Delivery Requests: Packages left unattended at your request via special instructions given directly to the courier (e.g., "leave at back gate without signature").

6. Non-Refundable Fee & Transferability

  • Non-Refundable: The Shipping Insurance fee paid at checkout is non-refundable in the event a refund had been approved.
  • Cancellation: If you cancel your order prior to dispatch, the shipping insurance fee will not be refunded
  • Non-Transferable: Shipping insurance coverage applies solely to the original order and cannot be transferred to subsequent resales or relocated shipments.

Need to File a Shipping Claim?

If your parcel arrived damaged, lost, or stolen, please reach out directly to Olarion Customer Care through our official support channels with your Order Number and photos/details.