Shipping Protection
Shipping Protection is an optional add-on from Ooze. If your package is lost, stolen or damaged on the way to you, we reship your items for free or refund you.
It is added to your cart for you. You can remove it in your cart or at checkout any time before you pay.
What's covered
- Lost: your package stops moving. Tracking has not changed for 7 business days, or USPS says it is lost.
- Stolen: tracking says your package was delivered, but you can't find it.
- Damaged: an item arrives broken, cracked or crushed from shipping and can't be used.
It covers orders from oozelife.com shipped to a US address. If your order comes in more than one package, each package is covered on its own.
What's not covered
- Orders that have not shipped yet.
- Packages that are late but still arrive.
- Packages that are refused, not picked up, or sent back to us.
- Packages sent to a wrong or incomplete address that was typed in at checkout.
- Packages signed for in your name.
- Orders that were already refunded, or that have a chargeback.
- Small scratches or a dented box when the item still works.
- Product problems that are not from shipping. Those go through our Warranty Program.
How to report a problem
Go to warranty.oozelife.com/shipping. Have these ready:
- Your order number and the email you used to order.
- Which items were lost, stolen or damaged.
- For damage: photos of the item, and of the box or shipping label.
- For a stolen package: you will be asked to confirm that it is missing. Please check with neighbors, your mailbox or parcel locker, and your post office first. Orders over $150, or a second stolen package in 12 months, need a police report.
We will email you with an answer and next steps.
Timing
- Lost: wait until tracking has not changed for 7 business days. If USPS says the package is lost, you can report it right away. Report it within 30 days of the last tracking update.
- Stolen: wait 2 business days after tracking says delivered. Packages often still show up. Report it within 14 days of delivery.
- Damaged: report it as soon as it arrives, within 14 days of delivery.
Business days are Monday to Friday.
How we make it right
- We reship the same items for free, or refund what you paid for those items to your original payment method.
- If an item is out of stock, we refund it or give you store credit.
- Reshipped orders get Shipping Protection for free.
- Shipping costs and the Shipping Protection fee are not refunded once your order ships.
Limits
- Up to $1,000 of items per order, based on what you paid.
- One approved request per package.
- We may say no to requests with false statements or edited photos, and those accounts may lose Shipping Protection.
No Shipping Protection on your order?
Without it, Ooze is not responsible for packages that are lost, stolen or damaged in shipping. We always fix our own mistakes, like a wrong or missing item. Contact us and we will help.
Orders placed before November 9, 2026
These orders used ShipInsure. To report a problem with one of them, go to ooze.shipinsure.net.
