Shipping Protection
1. Provider and availability
Shipping Protection is provided directly by Squish Planet for UAE and international orders. It applies only to parcels lost in transit before delivery.
2. Protection fee
A fixed protection fee applies according to the purchasing market. The applicable fee is displayed before you complete your purchase.
The protection fee is non-refundable, including when a lost-in-transit claim is approved. The fee will be refunded if the order is cancelled, except for cancellations resulting from failed delivery, refused or uncollected parcels, or returned orders. In those cases, the protection fee will not be refunded. Order cancellations remain subject to our Refund Policy. This does not limit any refund required by applicable law.
3. Scope of protection
Shipping Protection covers parcels lost in transit only. It does not cover:
- Damaged, defective or popped items.
- Missing contents from a delivered parcel, including missing contents associated with tampering.
- Theft after delivery.
- Delivery delays alone.
These matters remain subject to the relevant provisions of our Refund Policy and applicable consumer law.
A delayed parcel that continues to show movement through the courier network is not automatically considered lost.
4. Reporting and investigation
Please contact info@squishplanet.com promptly if tracking stops updating or you believe your parcel may be lost.
Lost-parcel reports follow the investigation process in our Refund Policy. The 12-hour reporting deadline for issues with delivered items does not apply to lost-parcel reports.
Squish Planet will investigate with the courier. The investigation may take up to 14 business days after we receive your report. Business days are Monday through Saturday, excluding UAE public holidays.
We will provide progress updates by email whenever new evidence, a material courier status update or a courier verdict is received. Updates are event-based rather than sent on a fixed schedule.
We will make a final decision using the available evidence and notify you by email no later than the end of the 14th business day.
5. Claim outcomes and refunds
If the investigation confirms that the parcel was lost before delivery, or remains inconclusive at the end of the 14th business day, the order will be refunded to the original payment method, including:
- The amount paid for the products.
- The original shipping charge.
The Shipping Protection fee will not be refunded.
No cancellation fee, restocking fee, outbound-shipping deduction or return-to-origin deduction applies to this lost-parcel refund.
Approved lost-parcel refunds will be submitted within one to two business days, subject to the refund-processing provisions of our Refund Policy. Your bank or payment provider may require additional processing time.
If the original payment method cannot receive the refund, the refund-fallback provisions of our Refund Policy apply, subject to mandatory law. Active chargebacks or payment disputes are handled under that policy, and duplicate compensation will not be issued.
If the parcel arrives after a lost-parcel refund has been issued, you must promptly notify Squish Planet and return it using the method we provide or arrange. Squish Planet will pay the required return-shipping cost.
6. Refund Policy and applicable law
These terms should be read together with our Refund Policy. Purchasing or declining Shipping Protection does not reduce your rights under that policy.
Nothing in these terms limits any consumer right or remedy that cannot legally be excluded. Where mandatory law requires a different remedy or shorter processing period, that law applies.