DivaSquad Piece of Mind - Shipping Protection

DivaSquad Piece of Mind - Shipping Protection

There's no need to wait weeks for claims to be processed by couriers - protect your parcel with just a small fee from the value of the content, and we'll offer you a refund or replacement right away. 

• The shipment states' delivered,' but you have yet to receive it. Depending on where you live, we ask that you allow FIVE business days for your parcel to be delivered. Please report to us within ten business days if your item is marked delivered and has yet to be received. Sometimes the courier prematurely marks it as delivered and tries redelivery, it turns up in a secure location at your property, or it may be at your neighbours.
• You have ten days to report to us of lost/stolen status for us to replace. After ten days, the replacement period expires and is null and void.
• STOLEN Orders Over $99 - must file and submit a copy of a Police Report.

Stolen Orders will only be eligible for replacement or refund if a police report has been submitted. 

PLEASE BE AWARE; 

TNT charges us a $20 redelivery fee every time they try to deliver and no one is available to accept. Hence, all TNT deliveries are Authority to Leave (ATL), so please make sure someone is available to accept your delivery. TNT Station pickup is available if you do not want this to happen. Please state the address in shipping at checkout for your closet TNT Station. 

Delivery delays happen, especially during peak seasons (Black Friday, Christmas, or Boxing Day Sales). 

• Items arrive damaged in transit (dents in the product, water damage)
• Parts of your order needs to be replaced due to the box/packet opening in transit. (Please be aware orders are regularly sent in split parcels and are not missing). 

PLEASE BE AWARE;

You have 48 hours to inspect your delivery to be eligible for transit damage. After this time, unfortunately to claim 'damage during transit' is forfeited. 

Don't hesitate to contact us at hello@mydivasquad.com immediately if your items have arrived damaged or something is missing. Also, submit photographic evidence of any tampered-with items.

• Missing parcels or redelivery fees due to incorrect address information provided by you
• Delays in transit 
• Your order needs to be fulfilled or shipped due to inventory issues or dispatch delays.
• Orders stuck in customs - we cannot be held responsible for customs delays. Please contact your chosen courier and pay the required customs fees. (If you refuse customs payments, we are not liable for any return-to-sender fees and will deduct these fees from your refund).
• Returned items for refund or exchange that are not in a resalable condition.

HOW TO SUBMIT YOUR CLAIM:

• If your parcel is lost or damaged, contact us at hello@mydivasquad.com from the email address you used to place your order. A member of our customer service team will assist you within 1-2 working days. 

We will continue to track your parcel, and should it appear; We request the parcel be sent back to us at our expense.

By selecting our DivaSquad Shipping Protection, you agree to these terms. 

We ask that you only get in touch regarding a missing parcel once the be deemed as lost allotted time has passed.

Our in-house protection policy, DivaSquad Shipping Protection is non-refundable.

OUR POLICY FOR UNPROTECTED PARCELS:

We will follow the claims policy with your selected courier to locate your parcel or deem it lost. 

Contact may take 1-3 weeks and is at the courier's discretion.

If your parcel has a GPS location or photographic evidence of delivery to your property, is with a neighbour or is at a secure site, we are not responsible for a refund or replacement.