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SafeShip Protection Policy

1. What SafeShip is. SafeShip is an optional delivery guarantee offered by Freddo Toys on orders placed at freddotoys.ca. It is not an insurance policy. If you add SafeShip to your order, we will replace or refund eligible orders that are lost, stolen or damaged in transit, as described below.

2. Eligible orders. SafeShip applies only to the order it was purchased with. It cannot be added after the order is placed.

3. What is covered.

  • Lost: the carrier's tracking has not updated for at least 7 days and the package was never marked as delivered.
  • Stolen: the package was marked as delivered, or delivered to an address other than the one on your order, and you did not receive it.
  • Damaged: the item arrived broken or unusable because of shipping.
  • Partial delivery: your order shipped in more than one package and one or more packages did not arrive. Each missing package is treated as lost.

4. When to file.

  • Lost: between 7 and 30 days after the last tracking update.
  • Stolen: between 5 and 30 days after the package was marked as delivered.
  • Damaged: within 30 days after the package was marked as delivered.

Claims filed before or after these windows are not eligible. File your claim at freddotoys.ca/pages/safeship-claim.

5. What we need from you. Your order number and the email used at checkout. For damaged items, photos or video of the item and the packaging. For stolen packages we may ask for a signed statement. Keep damaged items and packaging until your claim is resolved.

6. Resolution. You choose between a replacement of the affected items or a refund of their price, plus the shipping and taxes paid on them. If an item is out of stock, we will refund it. The SafeShip fee is not refundable once your order has shipped. If you don't reply to a request from us within 10 days, we will close the claim; it reopens when you reply.

7. What is not covered.

  • Incorrect or incomplete addresses entered at checkout, invalid addresses, or packages returned to sender.
  • Orders not yet shipped, or with tracking still showing "label created" or "pre-shipment".
  • Packages refused by the recipient or rescheduled for delivery.
  • Shipping delays.
  • Manufacturing defects, quality complaints, returns and exchanges. These are handled under our product warranty and return policy.
  • Missing or wrong items in the box. Contact us and we will fix it outside of SafeShip.
  • Cancelled orders, or orders with an open chargeback.
  • Claims we determine to be fraudulent, including repeated claims that tracking or evidence does not support.

8. Cancelling SafeShip. If you don't want SafeShip on an order you already placed, email support@freddotoys.com before it ships and we will refund the fee.

9. Changes. We may update this policy. The version in effect on the date of your order applies.

10. Contact. support@freddotoys.com · (855) 374-7836