Shipping Protection

Against loss, theft or damage in transit - Instant resolution with Froothie*

Protect your order from loss, damage, or theft in transit with Froothie Shipping Protection. By selecting this option in the cart, you pay a small additional fee based on your order subtotal.

How it works:

• If your package is lost or stolen, you can easily file a claim with our team and we guarantee priority resolution, such as receiving a replacement order.
  
  

• Package Protection does not guarantee faster delivery — shipping times are still estimates.
  
  

What’s covered:

• Packages that are presumed lost (An item is considered "lost" if it has not been marked as "delivered" and 7 business days have passed since the last tracking update for domestic shipments.) A claim must be filed within 30 days of the last tracking update.

• Partial Delivery: If an order is shipped in multiple packages and any package(s) do not arrive, Froothie will consider the undelivered package(s) as “lost.” A claim must be filed within 30 days of the last tracking update or delivery date.

• If a delivered package is damaged or missing items, we require photo or video proof of the damage or missing items. Your case will be treated as a priority. Depending on the nature of the damage, we will arrange either a replacement part or a full unit exchange to resolve the issue promptly.

• Missing Delivered Package: A package is considered “stolen” if marked as “delivered” but not received. Claims must be filed within 30 days of the delivery date, but not sooner than 5 business days to allow time for the package to be found or the carrier's premature "delivered" status to be corrected.

• Delivered to Wrong Address:
  A package is considered “stolen” if the correct address was provided, but the carrier delivered it to the wrong address (please check the delivery status, as parcels are often delivered to a neighbour and listed there). Claims must be filed within 30 days of the delivery date, but not sooner than 5 business days to allow time for the package to be recovered from the wrong address.

What’s not covered:

• Invalid addresses, delivery barriers, or “return to sender” situations.

• Packages are delayed or seized by law enforcement.

• Manufacturing defects or quality dissatisfaction (covered under Froothie’s standard return policy).

• Delays caused by external factors such as weather or other issues reported by the courier or Australia Post are not covered under this policy.

• Damage caused by the customer or at the customer’s location, such as if the customer authorises the courier to leave the parcel in a specific location (e.g., outside, in a “safe place”), and the item is damaged due to weather conditions (e.g., rain).

• Damage to packaging caused by pets or animals (yes, we’ve had cases where dogs or curious cats decided to play with the parcels — not ideal, but it happens!).

• Shipping Carrier Delays: Froothie does not cover delays or lateness caused by the shipping carrier, including expedited shipping. 

Additional info:

• Package Protection is optional and can be removed at checkout. 

• Costs vary depending on your order total.
  Claims must be filed within 30 days of the last tracking update or delivery date.

• For damaged items, you need to provide photos or videos. 

Peace of mind for your delivery — add Froothie Shipping Protection at checkout and rest easy knowing your order is covered from loss, theft, or damage.