Shipping Protection Policy

Ceramoro shipping protection provides additional coverage for qualifying loss, theft, missing items, or accidental physical damage occurring while a protected order is in transit.

Shipping protection is separate from the Three-Year Warranty. Manufacturing defects that arise during normal use after delivery are handled under our Three-Year Warranty Policy.

Eligibility

Shipping protection applies only when it is offered, selected, and paid for at checkout.

Coverage applies to the products included in the protected order and the delivery address entered when the order was placed.

Shipping protection begins when the order is dispatched and ends when it has been safely delivered, subject to eligible theft or concealed transit-damage claims reported within the required period.

What Shipping Protection Covers

Subject to review and supporting evidence, shipping protection may cover:

An order confirmed as lost in transit
A package that does not arrive following the applicable carrier investigation period
Accidental physical damage occurring during transportation
Missing products or components caused by package damage or tampering in transit

What Shipping Protection Does Not Cover

Shipping protection does not cover:

Manufacturing defects or failures arising after delivery
An incorrect or incomplete delivery address entered by the customer
Address changes not confirmed by Ceramoro or the carrier
Packages delivered to the address entered at checkout but accepted, collected, or moved by another person
Delivery delays that do not result in confirmed loss
Delays caused by customs, weather, public holidays, carrier disruption, or events outside reasonable control
Customs duties, import taxes, brokerage charges, or other import expenses
Orders refused, rejected, or left unclaimed by the recipient
Packages returned because the recipient was unavailable or did not respond to the carrier
Government seizure, customs confiscation, or prohibited imports
Minor damage to external packaging when the product is unaffected
Natural variations in ceramic glaze, texture, shape, color, or metal finish
Damage caused while opening, handling, installing, removing, or moving the product after delivery
Loss or damage reported outside the applicable claim period
Fraudulent, misleading, incomplete, or unsupported claims
Products that were not included in the protected order
Changes of mind, ordering mistakes, or dissatisfaction unrelated to shipping damage
Incorrect products ordered by the customer
Labor, electrician, installation, removal, or reinstallation costs
Loss of use, project delays, or other consequential losses
Theft after a carrier marks the package as delivered

Shipping protection does not guarantee delivery by a particular date.

Damaged Deliveries

Report visible or concealed transit damage to support@ceramoro.com within seven calendar days of delivery.

Please provide:

Your full name
Order number
Photographs of the unopened package
Photographs of the shipping label
Photographs of all exterior damage
Photographs of the internal packaging
Photographs or video showing the damaged product
A description of any missing or damaged components

Keep the complete product, packaging, labels, and damaged components until the claim has been resolved. Discarding these materials may prevent us or the carrier from verifying the claim.

Packages Marked as Delivered but Not Received

If tracking shows that your package was delivered but you cannot locate it:

Check the delivery location and surrounding area
Ask household members, neighbors, reception, or building management
Review any available delivery photograph
Contact the carrier for delivery details
Allow a reasonable period for an incorrectly scanned package to arrive

Contact support@ceramoro.com as soon as possible and no later than seven calendar days after the delivery scan.

We may request written carrier confirmation, proof of identity, or a police report before approving a theft claim.

Lost Packages

A package is not considered lost solely because it is delayed.

A loss claim may be submitted after the carrier’s estimated delivery window has passed and the carrier has completed, or failed to resolve, its investigation.

Claim Assessment

Claims are assessed using:

Order and delivery information
Tracking history
Carrier records
Delivery photographs or confirmation
Photographs and videos supplied by the customer
Police reports or other supporting documents where appropriate

Submitting a claim does not guarantee approval. Claims containing false or misleading information may be denied.

Available Resolutions

If a shipping-protection claim is approved, the resolution may include:

Replacement of the affected component
Replacement of the affected product
Reshipment of the order
Store credit
Refund of the eligible product value when replacement is unavailable

The resolution depends on the circumstances, product availability, and outcome of any carrier or protection-provider investigation.

Original shipping charges, duties, taxes, and the shipping-protection fee may be non-refundable unless required by applicable law.

Orders Without Shipping Protection

If shipping protection was not purchased, contact us promptly if the order is lost or arrives damaged.

We will review the circumstances and assist with the carrier claim where reasonably possible. Available remedies may differ from those offered for protected orders.

This does not limit any consumer rights or remedies that cannot legally be excluded.