Package Protection Policy
Prism Package Protection – Extended Coverage for Your Glass
Prism Package Protection is an optional, in-house protection plan that provides additional coverage from carrier pickup through 30 calendar days after delivery.
Standard Prism policies still cover qualifying damaged, defective, missing, and incorrect orders. Package Protection adds coverage for qualifying lost or stolen shipments, accidental breakage for 30 calendar days after carrier-confirmed delivery, and an expedited claims process.
Unlike standard carrier insurance, Package Protection extends beyond transit to help cover qualifying accidental damage after delivery.
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 |
Expedited claim resolution with additional remedy options |
Covered under Prism’s Return & Exchange Policy when reported within 3 calendar days of carrier-confirmed delivery |
|
Accidental Breakage |
Covered for 30 days after delivery |
Not covered |
|
Lost in Transit |
Prism handles qualifying claim and replacement |
Subject to standard carrier investigation/process |
|
Stolen Packages |
Eligible for replacement after verification |
Subject to Prism’s standard shipping policy and carrier processes |
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:
- Accidents happen during early use
- Handmade glass deserves real-world protection
If your order arrives damaged, or an eligible item accidentally breaks within 30 days of delivery, submit the required documentation and we’ll review the claim.
What’s Included with Package Protection
- 30-day accidental damage coverage
- Eligible replacement coverage for in-transit damage and accidental breakage 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
Added Automatically: Package Protection is automatically added to eligible orders at checkout and is priced as a small percentage of the cart total.
Opting Out: To remove Package Protection, uncheck the Package Protection option in your cart before completing checkout.
After Purchase: Package Protection cannot be added retroactively after an order is placed. If you need to remove it from an order that has already been placed but has not yet shipped, contact support@prismwaterpipes.com as soon as possible. Removal requests are not guaranteed.
Without Package Protection: Orders without Package Protection remain subject to Prism’s standard Shipping Policy, Return & Exchange Policy, and applicable 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)
Our team will review the claim and handle any required carrier verification.
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)
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 may be considered lost when no new carrier scans occur for 5–7 business days and the estimated delivery window has passed.
Requirements:
- Clear photos of the entire damaged item
- Order number included
Resolution Options:
- Replacement item
- Store credit (no expiration)
Stolen or Missing Packages
If tracking shows “Delivered” but the package is missing:
- Claims may require up to 2 business days for carrier verification.
- We may contact USPS or UPS to review available delivery or GPS scan information
- We encourage checking with neighbors or the local carrier first
Important Notes:
- Claims may be denied if carrier delivery data confirms delivery to the address provided at checkout
- Claims may be denied if the package was signed for or handed to a resident
- Approved claims receive a replacement only
- Replacement orders are final sale and not eligible for return
If You Did Not Purchase Package Protection
Orders without Package Protection remain covered by Prism’s standard Shipping Policy and Return & Exchange Policy.
- Damaged on Arrival: Eligible claims may be covered when reported within 3 calendar days of carrier-confirmed delivery and reviewed under Prism’s Return & Exchange Policy.
- Missing or Incorrect Items: Eligible claims remain covered under Prism’s Return & Exchange Policy.
- Lost in Transit: Claims are subject to the applicable carrier investigation and Prism’s standard shipping procedures.
- Packages Marked Delivered but Not Located: Claims are subject to Prism’s standard Shipping and Return policies and may require additional carrier documentation or verification.
- Accidental Damage After Delivery: Not covered.
Package Protection provides additional coverage and an expedited claims process beyond these standard protections.
What Package Protection Does Not Cover
Package Protection does not cover:
- Intentional damage, misuse, abuse, or damage caused by improper handling.
- Normal wear and tear or cosmetic changes that do not affect the product’s intended function.
- Damage reported after the applicable Package Protection coverage period has ended.
- Loss, theft, or delivery issues caused by an incorrect or incomplete shipping address provided at checkout.
- Items that cannot be reasonably verified as part of the protected order.
- Damage or loss involving items that were not included in the original protected purchase.
- Replacement items issued through a previous Package Protection claim, unless otherwise stated.
- Claims involving fraud, misrepresentation, or intentionally inaccurate information.
- Manufacturing defects, missing items, or incorrect items that are already handled under Prism’s standard Return & Exchange Policy rather than as Package Protection claims.
Contact & Support
For all Package Protection questions or claims, contact:
📧 support@prismwaterpipes.com