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UD Package Protection

We are pleased to offer UD Package Protection on all orders. For a small fee based on your overall order total, you can have the added benefit of peace of mind knowing that Ugly Duckling will quickly and effortlessly facilitate a replacement for lost or stolen packages. Simply contact us in the unfortunate event that your shipment has been compromised with the following information to start the claims process:

 

  • Full Name
  • Order Number
  • Tracking Number

 

  1. All replacements are subject to validation and approval at Ugly Duckling Nails' discretion.
  2. Valid claims will be replaced. Please note UD Package Protection does not offer store credit or refunds as part of our package protection.
  3. All replacements over $150 require signature upon delivery.

LOST ITEMS POLICIES:

  • Order issues for packages presumed to be lost by the carrier (where the status is not "delivered") must be filed no sooner than 7 days after the last tracking update for Canadian domestic shipments (20 days for international shipments, including U.S.) and within 30 days from the last checkpoint.

ESTIMATED DELIVERY DATE

  • After 48 hours has passed from an estimated delivery date given from the carrier, and no delivery or update has been made, Ugly Duckling will consider the order to be "lost" and assist with next steps. 

INVALID ADDRESS OR DELIVERY BARRIERS

  • Sometimes carriers cannot deliver the customer’s package due to an invalid address or other unexpected delivery barriers. At this point, the carrier might return the package to the Ugly Duckling Nails. The customer’s package is not actually lost; thus, UD Package Protection does not cover this.

ONLY PART OF THE ORDER DELIVERED

  • If a single order is being shipped in multiple packages and one package does not arrive, UD Package Protection will cover the order issue and reship.

ORDER STUCK IN CUSTOMS

  • UD Package Protection does not cover when a customer’s order is stuck in international borders/customs.
  • The customer’s next step is to pay the customs fees in order to receive the package.

ORDER ISSUE FILED TOO SOON

  • If the customer is filing an order issue the same day that the package was marked as delivered, at our discretion Ugly Duckling may ask you to wait 5 days. Carriers (FedEx, Canada Post, UPS, DHL, etc.) sometimes prematurely mark the package as delivered when it’s still in transit.

 

STOLEN ITEMS POLICIES:

DELIVERED BUT MISSING PACKAGE

  • Order issues for packages marked "delivered" yet not received are considered stolen and must be filed 7 days after “delivery date” but no longer than 30 days to ensure it was not mis-delivered or easily found around the premises.

FILING AN ONLINE INCIDENT STATEMENT

  • At our discretion, Ugly Duckling may require an online statement when the customer’s package is marked as delivered. If requested, the customer will be given clear steps to complete this requirement via the claims filing form provided by Ugly Duckling Nails Inc.

DELIVERED TO WRONG ADDRESS

  • If the customer input the correct address at checkout and the package was delivered to the wrong address, Ugly Duckling Nails Inc. considers this as stolen and we will replace the order on behalf of the customer.

 

GENERAL 'UD PACKAGE PROTECTION' POLICIES:

INPUT WRONG ADDRESS

  • If the customer entered the wrong address at the time of order, UD Package Protection does not cover this. The customer needs to reach out to the retailer to remedy the incorrect address, if possible. Most couriers will not allow for a shipping address adjustment until the first delivery attempt is made. If the package is delivered to the incorrect address given by the customer at the time of ordering, UD Package Protection will not cover a replacement or refund as orders are shipped according to address(es) provided by the customer at checkout.

QUALITY CONTROL

  • If you are unsatisfied with your most recent purchase, please contact us directly at contact@uglyducklingnails.com and we will be happy to assist you further. These types of inquiries are not covered under UD Package Protection but may be covered under Ugly Duckling Nails Inc.'s return policy.

TOO LATE TO FILE

  • UD Package Protection can action an order issue that is filed within the bounds of our domestic/international timeline policy. If an order issue is filed outside of this timeline, Ugly Duckling Nails Inc. will deny the order issue according to these policies:
  • Order issues for packages marked "delivered" yet not received and where there is no evidence of “porch piracy” must be made 7 days after “delivery date” but no longer than 30 days to ensure it was not mis-delivered or easily found around the premises."

  • Order issues for packages presumed to be lost by the carrier (where the status is not "delivered") must be filed no sooner than 7 days after the scheduled delivery date for Canadian domestic shipments (20 days for international shipments, including U.S.) and within 30 days from the last checkpoint.

EXPEDITED SHIPPING HASN'T ARRIVED 

  • If the customer’s package is delayed by the courier for whatever reason, UD Package Protection will not cover it.
  • Carriers update their website with expected delays due to inclement weather or other barriers to expected delivery.
  • If the customer paid for expedited shipping but the package arrives outside of the expected window, UD Package Protection will not cover it.

PAYMENT INSTALLMENT COMPANIES

  • For payment installments (Sezzle, etc.), it is the customer’s responsibility to pay the payment installment company directly.
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