Shipping Protection

Navidium Shipping Protection Policy

 

What does Navidium Cover?

Navidium Shipping Protection is an optional add-on that provides you with recourse in the event that while in transit, your order is:

  1. Lost;

  2. Damaged; or

  3. Stolen

It is designed to provide peace of mind while your order is on its way to you.

Note that all Merch Jungle orders are shipped with Authority to Leave (ATL) (see our Shipping Policy) for more information

 

When is a package considered lost?

 

A package may be considered lost if:

  • It has been 14 business days (Domestic) or 30 business days (international) since the last tracking update with no movement and the parcel cannot be located after investigation.

  • Tracking shows as "delivered" however is confirmed to have been delivered to an incorrect location

Important:
If a parcel is marked as “delivered”, we ask customers to first contact their local postage provider and allow 2 business days after this before contacting us.

Reporting timeframe:

  • Claims must be submitted within 30 calendar days of:

    • The delivery date (if marked delivered), or

    • The last tracking update (if not delivered)

When is a package considered damaged?

 

A package may be considered damaged if:

  • Items arrive significantly  impaired or unusable  

  • Items are missing due to the parcel being opened or compromised during transit

We will require photos of packaging and damaged items as evidence. 

 

When is a package considered stolen?

 

A package may be considered stolen if:

  • There is clear evidence of theft after delivery (e.g. CCTV footage)

We recommend reporting theft to your local authorities where applicable.

 

What is NOT covered?

 

Shipping Protection does not cover:

  • Delivered parcels under ATL:
    If tracking confirms the parcel was delivered to the correct address, including parcels left unattended under ATL, it is not considered lost or stolen

  • Delays caused by couriers, peak periods, or weather events

  • Incorrect or incomplete shipping addresses provided at checkout

  • Orders returned to sender due to:

    • Failed delivery attempts

    • Uncollected parcels

    • Unpaid customs or import duties/taxes (for international orders)

  • Customs delays

  • Pre-orders or orders not yet fulfilled

  • Change of mind or product dissatisfaction (covered under our Returns Policy)

  • Replacement orders already issued under Shipping Protection

How to submit a claim

 

To lodge a Shipping Protection claim, please contact us within the timeframes above. 

Please include:

  • Description of the issue

  • Order number

  • Full name and delivery address

  • Photos (for damaged items)

  • Any supporting information (e.g. screenshots, footage)

Our team will review and endeavour to respond within 1–2 business days.

 

Resolution Options

 

Approved claims may be resolved via:

  • Replacement (subject to stock availability), or

  • Store credit or refund at our discretion