There’s no need to wait weeks for claims to be processed by couriers - protect your parcel with a small fee and we’ll offer you a refund or replacement right away.
What we deem as lost
- The shipment states ‘delivered’ but you have not received it. We ask that you allow up to 5 working days for your parcel to be delivered. Sometimes the courier prematurely marks it as delivered and tries redelivery, it turns up in a secure location at your property or it may be at your neighbor's.
- We reserve the right to classify your shipment as a ‘delay’ if there is a high volume of parcels in the network and we are aware of delays otherwise we will offer a refund or replacement.
What we deem as damaged
- Items arrive damaged in transit – coffee or tea packaging is torn, apparel is wet, stained, torn, etc.
- Some of your order is missing due to the box/packet opening in transit
Please get in touch with us immediately if your items have arrived damaged or something is missing. Submit photographic evidence of tampered items.
What we do not cover
- Missing parcels or redelivery fees due to incorrect address information provided by you
- Delays in transit
- Orders are marked as unfulfilled or unshipped. This may be due to inventory issues or dispatch delays
- Orders are stuck in customs - we cannot be held responsible for customs delays. Please get in touch with your chosen courier and pay the required customs fees. If you refuse customs payments, we are not liable for any return-to-sender fees, and these will be deducted from your refund
- Items that are returned to us for a refund or exchange that are not in a resalable condition
How to submit your claim
If your parcel is lost or damaged, please submit a request to resolve shipping problems by contacting us at support@ticoroasters.com or via the chat on our website. A customer service team member will assist you within 24-48 hours. What to include in your claim email:
- Subject line: SHIPPING PROTECTION CLAIM for order #12345 (This can be found in your order email)
- Description of your issue
- Photo evidence of damage if applicable
We will continue to track your parcel and should it appear, we request it be sent back to us at our expense.
By selecting Tico Coffee Roasters shipping protection, you agree to these terms.
We ask that you do not get in touch with us regarding a missing parcel until the allotted time has passed for it to be deemed as lost.
Our policy for unprotected parcels
We will follow the claims policy with your selected courier to either locate your parcel or deem it lost. This may take 6-8 weeks and is at the courier's discretion.
If your parcel has a GPS location or photographic evidence that it has been delivered to your property, is with a neighbor, or is at a secure location, we are not responsible for a refund or replacement.
*Shipping Protection is non-refundable.