Shipping Protection

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Monkeeroos Shipping Protection Policy

At Monkeeroos, we want to ensure that your order arrives safely. We offer Monkeeroos Shipping Protection to cover lost, stolen, or damaged packages. Please review our policy below for how we handle claims, including cases where a package is marked as “Delivered” but has not been received.

1. Missing Package Claims ("Delivered but Not Received")

If your package is marked as Delivered by the carrier but you did not receive it, please follow these steps:

  1. Check with Household & Neighbors

    • Verify if anyone in your home or a neighbor accepted the package.
    • Look around your property, as carriers may place packages in hidden areas (behind bushes, side doors, etc.).

  2. Wait 5 Business Days

    • Sometimes carriers mark packages as delivered before they actually arrive. Please wait at least 5 business days from the marked delivery date.

  3. Contact the Carrier

    • USPS: Call 1-800-ASK-USPS and request a GPS location scan of the delivery.
    • UPS: Call 1-888-742-5877 to check if it was misdelivered.
    • FedEx: Call 1-800-463-3339 to request delivery verification.

  4. File a Claim with Monkeeroos Shipping Protection

    • If your package has not arrived after 7 business days, you may file a claim with us.
    • Claims must be submitted within 10 days of the marked delivery date.
    • We require a Carrier Case Number or proof of misdelivery (if available).

  5. Resolution

    • If the carrier confirms a misdelivery or incorrect scan, we will provide a replacement or store credit.
    • If the package was delivered correctly per the carrier, we are unable to issue a refund or replacement, as Monkeeroos is not responsible for stolen packages.
    • However, we offer a one-time courtesy replacement for first-time claims. This is a goodwill policy and will not be repeated for future lost packages.

2. Lost or Stolen Packages (No Delivery Scan)

If your package is not marked as delivered but tracking has not updated for 7+ business days, we will consider it lost and provide one of the following:

  • A replacement order (if stock is available)
  • A store credit for the order amount

Claims for lost packages must be submitted within 10 days from the last tracking update.

3. Damaged Packages

If your package arrives damaged, please:

  • Submit photos of the damaged item and packaging within 7 days of delivery.
  • We will send a replacement or store credit based on availability.

4. Prevention Tips

To prevent future issues with delivery, we recommend:
✅ Using a secure delivery address
✅ Opting for signature-required shipping on high-value orders
✅ Signing up for carrier delivery alerts

Contact Us

If you need to file a claim, please email contactus@monkeeroos.com with:

  • Your Order Number
  • Your Full Name & Shipping Address
  • A Carrier Case Number (if applicable)
  • Photos (if reporting damage)

We appreciate your business and are happy to assist you within our policy guidelines!

 

What Is Not Covered:

  • Packages reported as missing more than 10 business days after delivery.
  • Packages delivered to an incorrect address provided by the customer.
  • Non-shipping related delays (weather, customs, etc.)


Without Shipping Protection: If shipping protection was not selected at checkout, Monkeeroos is not liable for lost, stolen, or misdelivered packages, whether or not they are marked as “Delivered” by the carrier. We will do our best to assist you in filing a claim with the carrier, but we are not responsible for replacing or refunding orders that are lost, stolen, or delayed, regardless of their delivery status.