ShipSmart Shipping Protection

Our ShipSmart Shipping Protection option is available at checkout and provides added protection against loss, damage, or theft during transit. Choosing ShipSmart allows claims to be handled directly by Subie Supply Co. for a faster and simpler resolution process.

If protection is declined, any claim must be handled through the shipping carrier and is subject to their timelines, terms, and investigation process.

With ShipSmart Protection

What Is Covered

Protection applies to the actual item(s) purchased and may cover:

Loss in transit
Theft after delivery
Shipping damage caused during transit

Fast In-House Claims Handling

We handle approved ShipSmart claims internally to avoid long carrier delays.

Lost or Stolen Packages
If your package is reported lost or stolen, we will initiate a carrier search.
If the package is not recovered within 3 business days, a replacement will be issued.

Damaged Items
Please email sales@subiesupplyco.ca within 24 hours of delivery with your order number and clear photos of the item, packaging, and shipping label.

Claim Processing Time
Once all required information is received, most claims are reviewed and resolved within 2 business days.

Resolution Options

At our discretion and subject to claim approval, we may offer:

Replacement product (subject to availability)
Store credit
Partial credit where appropriate

Cash refunds are not guaranteed.

Exclusions

ShipSmart does not cover:

Cosmetic damage to outer boxes or packaging only
Delays caused by the carrier or weather
Damage caused after delivery, misuse, improper installation, or improper handling
Orders with incorrect or incomplete shipping addresses provided at checkout
Signature-waived high-value deliveries where coverage is voided
Fraudulent, abusive, or suspicious claims

Additional Terms

Coverage applies only to the original order and purchaser.
Protection fees and outbound shipping charges are non-refundable.
Replacement value is limited to the amount originally paid to Subie Supply Co.
Coverage decisions are final once reviewed.

Without ShipSmart Protection

If ShipSmart is declined:

Carrier Claims Process

Any loss, theft, or damage claim must be processed through the courier.
We may provide supporting documents where available, but the carrier controls the investigation and outcome.
Carrier investigations commonly take 3–6 weeks or longer.

Important Limitations

No refund, replacement, or reshipment will be issued until the carrier officially closes the claim.
Coverage limits are determined solely by the courier and may not cover full order value, taxes, or shipping costs.
Our ability to intervene in carrier disputes is limited.

Signature Requirement for Orders Over $350 CAD

Orders over $350 CAD will require a signature upon delivery.

If the sigmature requirement is requested to be waived, removed, or changed after shipment, coverage for loss or theft may be denied due to the increased risk of unattended delivery.

General Terms

ShipSmart protection is optional and selected at checkout.
Terms may be updated at any time without notice.
The terms in effect at the time of purchase apply to that order.
Subie Supply Co.’s liability is limited to the remedies outlined above.