Package Protection

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Package Protection Policy

Prism Package Protection – Extended Coverage for Your Glass

Prism Package Protection is an optional, in-house protection plan designed to cover your order from the moment it leaves our warehouse through 30 days after delivery.

Unlike standard carrier insurance, this plan includes accidental damage coverage after delivery, offering peace of mind for real-world use—not just transit.

 

 

Quick Summary: Is Package Protection Worth It?

What is Prism Package Protection?
An optional protection plan (priced as a small percentage of your cart total) that covers loss, damage, theft, and accidental breakage—even after delivery.

Coverage Comparison

Feature

With Package Protection

Without Package Protection

Damaged on Arrival

Instant replacement or store credit

Must wait for carrier insurance claim

Accidental Breakage

Covered for 30 days after delivery

Not covered after delivery

Lost in Transit

Replacement of missing 

item(s)

Customer must open USPS investigation

Stolen Packages

Covered (after 48-hour verification)

Police report required; 

Restocking Fees

$0 (hassle-free)

Standard policies apply

 

 

Why Prism Package Protection Is Different

Most protection plans end once your item is delivered. Ours doesn’t.

We offer 30-day accidental damage protection, because:

  • Damage isn’t always noticed immediately
  • Accidents happen during early use
  • Handmade glass deserves real-world protection

If your piece arrives damaged—or breaks within the first 30 days—simply send us a photo or video and we’ll handle the rest.

 

 

What’s Included with Package Protection

  • 30-day accidental damage coverage
  • Replacement for damaged items (before and after delivery)
  • Coverage for lost or stolen packages
  • No restocking fees
  • Replacement orders (when approved)
  • Expedited claim handling

 

 

How to Add or Remove Package Protection

  • Package Protection is enabled by default at checkout
  • Cost is calculated as a small percentage of your cart total
  • To opt out, uncheck the Package Protection box in your cart before checkout

⚠️ If you opt out, Prism Water Pipes is not responsible for lost, missing, or stolen packages beyond standard carrier processes.

 

 

How to File a Package Protection Claim

If you purchased Package Protection and experience an issue:

Email support@prismwaterpipes.com with:

  • Your full name
  • Your order number (example: #PRISM5555)
  • Clear photos of the damage (or video if applicable)

That’s it. Our team handles the rest.

 

 

Package Protection Coverage Details

Covered Claim Types

  • Damaged packages (in transit)
  • Accidental damage (within 30 days of delivery)
  • Packages lost in transit
  • Stolen or missing packages

 

Damaged Packages (In Transit)

Applies to items damaged before delivery.

Requirements:

  • Clear photos showing the entire product and damage
  • Visible identifying features or markings
  • Product must not be discarded before contacting us

Resolution Options:

  • Replacement item
  • Store credit (no expiration)
  • Refund to original payment method (no restocking fee)

If the original item is sold out, a comparable replacement or store credit will be offered.

 

 

Accidental Damage (Post-Delivery)

Applies to accidental breakage within 30 days of delivery.

Requirements:

  • Clear photos of the entire damaged item
  • Order number included

Resolution Options:

  • Replacement item
  • Store credit (no expiration)

⚠️ Refunds to the original payment method are not available for accidental damage claims, to prevent misuse of the program.

 

 

Packages Lost in Transit

A package is considered lost when:

  • No carrier scans occur for 5–7 business days
  • Delivery window has passed

No additional documentation required beyond your order number.

Approved claims receive a replacement order.

 

 

Stolen or Missing Packages

If tracking shows “Delivered” but the package is missing:

  • Claims require up to 48 business hours for carrier verification
  • We may contact USPS or UPS to confirm GPS scan details
  • We encourage checking with neighbors or the local carrier first

Important Notes:

  • Claims may be denied if GPS data confirms delivery to the entered address
  • Claims are denied if the package was signed for or handed to a resident
  • Approved claims receive a replacement only
  • Replacement orders require adult signature
  • Replacement orders are final sale and not eligible for return

 

 

If You Did Not Purchase Package Protection

Without Package Protection:

  • Lost in Transit: You must open a USPS investigation (3–5 business days)
  • Accidental Damage: Not covered after delivery
  • Damaged on Arrival: Replacement may be possible only if photos are submitted within 24 hours, and carrier insurance must be used first
  • Stolen Packages: Police report required if carrier confirms delivery

Please refer to our Return Policy for additional details.

 

 

Contact & Support

For all Package Protection questions or claims, contact:
📧 support@prismwaterpipes.com


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