ORDER PROTECTION
At Harper & Logan, we want every order to reach you
safely and on time. That's why we offer Order Protection
at checkout — an optional add-on that covers your package
against loss or damage during transit.
WHAT IS COVERED
Order Protection covers the following situations when
sufficient evidence is provided:
- Package confirmed lost by the carrier and not delivered
after the estimated delivery window has passed
- Package delivered in visibly damaged condition affecting
the item(s) inside
WHAT IS NOT COVERED
Order Protection does not cover the following:
- Packages marked as "delivered" by the carrier, unless
an official carrier investigation confirms non-delivery
- Delivery delays caused by customs, weather events,
national holidays, or carrier backlogs
- Incorrect or incomplete shipping address entered at checkout
- Packages refused at the time of delivery
- Loss or damage occurring after confirmed delivery
- Claims submitted after 14 days of the estimated
delivery date shown in your tracking
- Orders where Order Protection was not purchased at checkout
- More than one claim per customer within any 6-month period
HOW TO FILE A CLAIM
To submit a claim, please use our claim form below and
provide all of the following:
1. Your order number
2. A clear description of the issue
3. Supporting evidence (see requirements below)
4. The email address used to place your order
Claims must be submitted within 14 days of the estimated
delivery date shown in your tracking information. Claims
submitted outside this window will not be processed.
Contact us through email: info@harper-logan.com
EVIDENCE REQUIREMENTS
We are unable to process claims without adequate
supporting documentation. The following applies
depending on your situation:
Package not received:
- Screenshot of your tracking page showing the
current delivery status
- Official carrier inquiry reference number
(see below for instructions)
Package delivered damaged:
- Clear photo of the damaged item(s)
- Clear photo of the original packaging
(bag or box as received)
- Both photos must be submitted together —
damage claims without packaging photos
cannot be approved
To open a Canada Post inquiry, please contact:
Canada Post Customer Service: 1-866-607-6301
Reference your tracking number and request
a formal trace or loss investigation.
Provide us with your inquiry reference number
as part of your claim submission.
CLAIM REVIEW PROCESS
All claims are reviewed manually. Once your claim is
submitted, you will receive a confirmation within
1–2 business days.
Our review process includes the following steps:
1. Verification that the claim was submitted within
the eligible timeframe
2. Review of all submitted documentation
3. Carrier tracking verification
4. Assessment against our coverage terms
We reserve the right to request additional documentation
at any stage of the review. If additional documentation
is requested, you will have 5 business days to respond.
Failure to provide the requested information will
result in automatic claim closure.
Claims are typically resolved within 3–7 business days
of receiving complete documentation.
CLAIM OUTCOMES
Approved claims are resolved via one of the following,
at our sole discretion:
- Store credit issued to your account
- Reshipment of the original item(s), subject
to availability
Cash refunds are not issued under Order Protection.
The Order Protection fee is non-refundable once
your order has been fulfilled.
CLAIM DENIALS
If your claim does not meet our coverage requirements,
you will receive a written explanation by email.
Denial reasons may include but are not limited to:
- Claim submitted outside the 14-day window
- Insufficient or invalid documentation provided
- Package confirmed as delivered by carrier without
supporting carrier investigation
- Incorrect shipping address entered at checkout
- Previous claim on record within a 6-month period
- Issue falls outside covered circumstances
If you believe your claim was denied in error and
have additional documentation to support your case,
you may resubmit once within 5 business days
of receiving your denial notice.
IMPORTANT NOTES
Order Protection is a discretionary protection
programme offered by Harper & Logan. It is not
an insurance product. All claims are subject to
review and approval based on the terms outlined
on this page.
By purchasing Order Protection at checkout, you
confirm that you have read, understood, and agreed
to these terms.
Harper & Logan reserves the right to update these
terms at any time. The version in effect at the
time of your purchase applies to your order.
QUESTIONS?
If you have questions about your claim or our
Order Protection terms, please contact us at:
info@harper-logan.com
We aim to respond to all enquiries within
1–2 business days.