Priority Package Protection Terms

Priority Package Protection is a support service. It is not insurance, and no insurer stands behind it. What you are buying is priority handling by a person, and a replacement arranged when a covered package is unexpectedly lost, stolen or damaged on its way to you.

What it covers

Protection applies to the single order it was added to, and to the physical items in that order. It is added once per order and costs $1.95.

A protected order is covered for three things:

  • Lost in transit. The carrier accepted the parcel and it never arrived, and tracking does not show it being delivered.
  • Stolen after delivery. Tracking shows the parcel delivered to your address, but it is not there.
  • Damaged in transit. The parcel arrived, but an item inside was broken or damaged on the way.

How a request is handled

  1. You tell us. Email support@pureverr.com with your order number and a sentence about what happened. For a damaged item, attach a photo of the item and the packaging. Tell us as soon as you notice, so we can act while the carrier still holds a record of the shipment.
  2. A person reads it, first. Protected orders go to the front of the queue. We aim to reply within one business day.
  3. A simple check. We confirm the order number, the delivery address on the order and the carrier's tracking record. For a stolen parcel we may ask you to check with anyone else at the address and, where the carrier offers one, to open a carrier enquiry. We do not ask for a police report or a signed statement.
  4. One resolution. When a request is approved, we arrange one replacement for the covered items in that order. A protected order carries one replacement resolution. Where a replacement is not possible, for example because an item is no longer stocked, we refund the covered items instead.
  5. The replacement is prioritised. An approved replacement order is placed ahead of the standard queue and tracked.

What it does not do

Protection does not guarantee a delivery date, and it does not make the carrier faster. Carriers run late, and a late parcel is not a lost one. Protection is about what happens when a parcel does not arrive at all, or arrives broken.

It also does not cover:

  • an address that was entered incorrectly on purpose, or an address that is not a real delivery point;
  • a delivery refused at the door, or returned because nobody collected it;
  • a parcel held or destroyed by customs, or refused entry by a country's own rules;
  • a request we can show to be fraudulent;
  • repeated claims from the same customer or the same address where the pattern cannot be explained.

If you simply typed your address wrong by mistake, write to us anyway. That is not fraud, and we will do what we can.

This is separate from the 90-Day See-For-Yourself Guarantee

They are two different things and you do not need one to use the other.

  • The 90-Day See-For-Yourself Guarantee is about the product. It comes free with every kit, whether or not you add protection, and it covers how FaucetPro 2.0 performs once you have it.
  • Priority Package Protection is about the delivery. It is optional, it is bought per order, and it covers a parcel that is lost, stolen or damaged before you ever get to use what is inside.

Nothing here limits your rights under consumer law.

Questions

Email support@pureverr.com with your order number and we will help.