Shipping Protection ExplainedUpdated a month ago
We know how important it is for your Oodie™ to arrive safe and sound. That's why we offer SavedBy Package Protection - an optional add-on at checkout that helps cover the cost of your order if something goes wrong in transit.
What does SavedBy Package Protection Cover?
- Lost Orders: if your order is confirmed lost in transit, SavedBy can help resolve it.
- Stolen Orders: if your order is marked delivered but you didn't receive it, SavedBy can help investigate and resolve it (some conditions apply - see below).
- Damaged Orders: if your order arrives damaged due to carrier mishandling, SavedBy can help make it right.
How to Add SavedBy Package Protection
- Select the shipping protection option at checkout. The cost is calculated automatically based on your order value.
Why Choose Shipping Protection?
| Without SavedBy | With SavedBy |
|---|---|
| No guarantee for lost/stolen orders | Dedicated support to help resolve lost, stolen or damaged orders |
| Standard courier claims process | Fast, hassle-free claims process |
| The customer is responsible for follow-up | Oodie™ / SavedBy team handles your claim |
Note: If you choose not to add SavedBy Package Protection, we can't guarantee a resolution for lost, stolen, or damaged orders - you'd need to go through the courier's standard claims process instead.
How to Make a Claim
Locate Your Details
Have your order number and the email address used for purchase ready. You'll also receive a confirmation email from SavedBy once your order ships.
Go to the SavedBy Claim Portal
Go to the SavedBy Claim Portal, or email [email protected].
Select the issue
Choose the affected items and the issue type (lost, stolen, or damaged), and your preferred resolution.
Provide evidence where needed
For damaged items, include photos of the damage. For certain stolen-package claims, a police report may be required (see below).
Describe What Happened
Briefly explain the issue in the “Tell us what happened” section
The SavedBy team will review your claim and respond - most claims are resolved within 24 hours, however some cases may take longer.
Claim Timelines
Timeframes differ depending on the issue, so check which applies to you:
| Issue Type | When you can Claim | Deadline to File |
|---|---|---|
| Damaged Items | As soon as damaged is confirmed | Within 10 days of delivery |
| Stolen / Marked delivered by not received | After waiting 7 days from the delivery date | Within 30 days of the delivery date |
| Lost (Domestic) | Once 7+ days has passed with no tracking update (14+ days if marked "delayed") | Within 60 days of the last tracking update |
| Lost (International - NZ) | Once 15+ days have passed with no tracking update | Within 60 days of the last tracking update |
| Returned to Sender | Once tracking confirms the sender received the returned package | Within 30 days of the Return to Sender confirmation |
Important Notes
- High-value or high-risk stolen claims: A police report may be required before SavedBy can process a resolution. If asked, this is a standard part of their review process.
- Replacement orders: SavedBy Package Protection only applies to your original order. A replacement or reshipped order issued through a successful claim isn't separately covered.
- If you need help or have questions, please reach out to our Comfort Consultants here.
- If you have an order covered by ShipInsure - your claim can be raised here > ShipInsure
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Related articles: Shipping & Delivery Overview, Damaged, Missing, or Wrong Items, Delivered But Not Received, Returns & Exchanges Policy