This Delivery Guarantee & Claims Policy (the "Policy") forms part of the StockDrop Terms of Service (the "Terms"). Capitalized words not defined in this Policy have the meanings given in the Terms. THIS POLICY IS NOT AN INSURANCE POLICY, AND STOCKDROP IS NOT AN INSURER. Only the Store may make a claim under this Policy. Customers, Couriers and other persons have no rights under it.
1. Definitions
(a) "Claim" means a Store's report of a lost or damaged Order under this Policy.
(b) "Days" means calendar days. A deadline ends at 11:59 pm Eastern Time on its last day.
(c) "Delivery Date" means the date the Order was delivered. If it was never delivered, it means the delivery date shown when the Delivery was booked.
(d) "Loss" means the Order Value of the items in an Order that were lost or damaged, or the reasonable cost of repair if lower. Where only some items in an Order are lost or damaged, the Order Value is divided among the items in proportion to their prices after discounts.
(e) "Valuables" means jewelry made with precious metals or gemstones, watches, loose gemstones, precious metals (including bullion and coins), art and collectibles.
2. Coverage
2.1 Covered. StockDrop will pay the Store for a Loss if, after the Courier picked up the Order:
(a) the Order was neither delivered nor returned to the Store; or
(b) the outer package was damaged or opened while in the Courier's care, and as a result an item was damaged or missing.
2.2 Proof of delivery. An Order is treated as delivered if the Courier's delivery photo shows it at the delivery address, as reasonably determined by StockDrop, or, once signature on delivery is live, if it was signed for by the Customer or a person the Customer authorized at the address. A Claim that such an Order was not received is not covered. StockDrop will give the Store the delivery photo or signature record on request. If there is no delivery photo or signature on record, the Order is treated as not delivered under section 2.1(a).
2.3 Returned and unpicked Orders. If an Order is returned to the Store undamaged, or no Courier picks it up, no Claim is needed. The Delivery Charge for that Order is not billed or is refunded, except as section 6.4 of the Terms provides for signature Orders.
3. Exclusions
This Policy does not cover:
(a) prohibited items under section 5 of the Terms, or Valuables (designer bags, shoes and clothing are not Valuables and are covered);
(b) packing: damage caused by packing that does not follow the Packing Guide, or packages over the size or weight limit in section 4.3 of the Terms;
(c) damage not caused in transit: damage to, or items missing from, a package that arrived sealed and undamaged, and items damaged before packing;
(d) delay: late Deliveries, and perishable goods that spoil because of delay; and
(e) indirect loss: lost profits, lost sales, lost customers, chargeback fees, time spent and any other indirect or consequential loss.
This Policy also does not cover Claims reported after the deadline in section 5, Orders the Store handed to anyone other than the Courier driver booked for them (see section 4.5 of the Terms), or Orders whose delivery details were changed after pickup other than through the Service.
4. Amount
4.1 For a covered Claim, StockDrop will pay the Store the Loss, up to $200 per Order, plus a refund of the Delivery Charge billed for that Order.
4.2 Payments exclude sales tax. The Store is responsible for its own tax treatment of refunds it gives Customers.
4.3 StockDrop pays only the Store and never pays a Customer.
4.4 StockDrop may claim against the Courier for any Order, and any amount the Courier pays belongs to StockDrop.
5. Making a Claim
5.1 Deadline. The Store must report a Claim within 3 Days after the Delivery Date by emailing support@thestockdrop.net with the order number and a short description of what happened.
5.2 Photos. For a damage Claim, the Store must include at least one photo of the damaged outer package and one of the damaged item, and keep the packaging until the Claim is decided.
5.3 Other information. StockDrop may ask for other reasonable information. The Store must provide it within 7 Days after the Delivery Date or 3 Days after the request, whichever is later.
5.4 Decision. StockDrop will decide each Claim within 5 business days after receiving the information it needs, and will tell the Store the decision and the reason.
5.5 Review. The Store may ask StockDrop to review a decision by replying to the decision email within 14 Days with any new information. StockDrop will respond within 5 business days. After that, section 17 of the Terms applies.
6. Payment
6.1 Method. StockDrop will pay an approved Claim within 5 business days after approval by refunding StockDrop charges on the Store's Shopify bill. If the Store's recent StockDrop charges are not enough to cover the payment, StockDrop will credit the balance to the Store's StockDrop account. If the Store has stopped using StockDrop, or a credit cannot be applied within 60 Days, StockDrop will pay the balance to the Store's bank account within 14 Days after receiving the Store's bank details.
6.2 Notice. StockDrop will tell the Store by email how and when it paid. Shopify does not notify the Store of refunds.
6.3 Customer refund. After StockDrop pays a Claim, the Store will refund or replace the Order for the Customer and provide proof on request, as section 4.8 of the Terms requires.
7. Repayment
If a Claim is later found to be false or inaccurate, if the Store has been compensated for the same Loss from another source, or if the Store does not refund or replace the Order for the Customer as section 6.3 requires, the Store will repay StockDrop on request. StockDrop may set the amount off against any credit or amount it owes the Store, as section 8.5 of the Terms provides.
8. Fair Use
StockDrop may decline Claims, suspend this Policy for a Store, or terminate the Store's account if Claims appear false, if the Store repeatedly sends Orders that do not follow the Packing Guide, or if the Store's Claims are unusually frequent. StockDrop will tell the Store the reason.
9. Changes
StockDrop may change this Policy on 30 days' notice by email and in the Service. Each Claim is governed by the version of this Policy in effect on its Delivery Date.