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One of the biggest challenges we face in serving our customers is when shipping carriers damage or lose shipments. Fortunately, most of our customers never experience these problems. When they do, FedEx and UPS will only pay up to $100 per package, and the process takes forever and claims are often denied for no reason.
We want our customers to receive the absolute best customer service, so we’ve decided to offer our own solution that takes the carriers out of the equation. We call it “Package Insurance.” If you select “Package Insurance” during checkout and the carrier damages or loses your package, then we will provide you with a replacement or refund within three (3) business days. We may try to recover what we can from the carriers, but you won’t have to worry about that part!
Interested in learning more? Please read below to find answers to the most common questions.
It's quite simple:
What happens if I don’t select “Package Insurance” and my package is lost or damaged?
You will still receive our legendary customer service, but the process will take longer since we will have to go through the trace process with the carrier, and sometimes we will require a police report. Customers who select “Package Insurance” receive priority customer service, will have their claims resolved within three (3) business days, and will not have to go through the carrier trace process. Moreover, customers who select “Package Insurance” are not required to provide police reports for missing packages.
How much does it cost?
There is a small, one-time fee charged at checkout. The amount varies depending on the value of the items in your cart. There are no other fees or costs.
How are claims made and paid?
We keep the process very simple. Just call or e-mail us at CustomerService@LuckyGunner.com. We'll ask you a few questions and then process your claim right away. We will either ship you a replacement product or, if we no longer have the product in stock, issue you a refund within three (3) business days.
How long do I have to file my claim?
All claims must be made within thirty (30) days of the date on which your order is placed.
What if I make a claim for a missing package and it subsequently arrives?
If we ship you a replacement product or refund your money and your original package subsequently arrives, then you must let us know so we can have the original package returned to our warehouse.
Are there limits to the “Package Insurance” coverage?
Yes. If you select “Package Insurance” during checkout, any packages in your order will be covered up to the original amount you paid for the lost or damaged product, plus any associated shipping charges and sales tax. Lucky Gunner is not liable for any other amounts, including punitive, special, incidental, consequential, or lost revenue damages.
Furthermore, “Package Insurance” coverage does not extend to: (1) prior or subsequent orders; (2) losses resulting from your own actions (for example: running over a package that is sitting in your driveway); or (3) losses occurring after you have successfully received your order (for example: if you receive your package and then misplace it a week later or it is left in the rain for multiple days).
If I make a “Package Insurance” claim on one order, will that prevent me from selecting Package Insurance on subsequent orders?
No. If you make a “Package Insurance” claim on one order, you may still select “Package Insurance” on your future orders. However, you will be required to also select "Adult Signature Required" on those orders.
Is this third-party insurance?
No. We call this “Package Insurance” because we think it’s the best way to describe what you are receiving. However, this is not traditional insurance offered or underwritten by a third-party, nor are claims processed or paid by a third-party provider. Furthermore, LuckyGunner, LLC d/b/a LuckyGunner.com is not licensed as an insurer by any regulatory body.
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