Enhanced Shipping Protection & Package Delivery Policy
Outdoor Vitals Enhanced Shipping Protection gives you faster resolution and additional coverage beyond the standard carrier process. Protected orders qualify for early replacement due to loss in transit, shipping damage, or verified theft. Orders without Enhanced Shipping Protection are still supported, but lost or damaged shipments are only replaced after the carrier's normal investigation and claim process has been completed; additionally, unprotected packages marked Delivered are not covered for loss or theft.
For help with any shipment, contact support@outdoorvitals.com.
Enhanced Shipping Protection coverage detail
Loss in transit
A protected shipment may qualify as lost when tracking shows no new carrier scans or movement for:
- 5 consecutive calendar days for domestic shipments
- 14 consecutive calendar days for international shipments
If the carrier officially marks the shipment as lost, we may be able to resolve the claim sooner.
Please contact us about a lost shipment within 14 calendar days of its expected delivery date.
Shipping damage
Enhanced Shipping Protection covers merchandise that is physically damaged during shipment.
To make a claim, contact us and provide clear photos of the damage within 5 calendar days of delivery.
For an approved damage claim, you generally will not be required to return the damaged merchandise.
Verified package theft
Enhanced Shipping Protection may cover a package that is stolen after delivery when credible evidence is available to verify that the theft occurred.
Evidence must show that the theft occurred within 24 hours of the carrier's Delivered timestamp.
A package being marked Delivered but simply being unable to locate it is not, by itself, verification of theft. Outdoor Vitals will review the available evidence and determine whether the claim qualifies.
If a theft claim is approved, the replacement must be shipped to a different address from the location where the original package was stolen.
How to submit a claim
Email support@outdoorvitals.com with:
- Your order number
- A brief description of what happened
- Any applicable photos, video, or other supporting information
Our Customer Experience team will review the claim and may request additional information when needed.
How approved claims are resolved
When an Enhanced Shipping Protection claim is approved, our first choice is to replace the affected merchandise with the same item originally purchased.
If the exact item is unavailable, we will refund the amount paid for the affected item.
The original Enhanced Shipping Protection fee is not refunded after the protection service has been used to resolve a claim.
Replacement shipments
Replacement shipments remain covered under the original Enhanced Shipping Protection purchase until the protected merchandise is successfully received. You do not need to purchase protection again for a replacement.
If the original package later arrives
If we replace a shipment that appeared to be lost and the original package later arrives, contact us. We'll provide a prepaid return label so the duplicate merchandise can be returned.
Orders without Enhanced Shipping Protection
Packages still in transit
If you did not purchase Enhanced Shipping Protection and tracking stops moving before delivery, contact us.
The shipment will need to proceed through the carrier's normal lost-package or investigation process. Outdoor Vitals will wait until the carrier considers the package lost or the carrier's claim threshold has been reached before a replacement or refund can be considered.
Enhanced Shipping Protection is what allows us to step in earlier rather than waiting for the carrier's full process.
Packages marked Delivered but not located
If an unprotected package is marked Delivered but you cannot locate it:
- Check with neighbors, family members, roommates, or others at the delivery location.
- Confirm that the shipping address on your order is correct.
- Check around your property and normal carrier delivery locations.
- Allow up to 5 business days after the Delivered scan, as carriers occasionally mark packages Delivered before the final physical handoff.
If the package still cannot be located after this period, Outdoor Vitals is not able to replace or refund an unprotected package that the carrier has confirmed as Delivered.
Theft without Enhanced Shipping Protection
Package theft after confirmed delivery is not covered if Enhanced Shipping Protection was not purchased. Outdoor Vitals will not replace or refund an unprotected order due to theft after delivery.
Damage without Enhanced Shipping Protection
If an unprotected order arrives damaged, contact support@outdoorvitals.com as soon as possible and provide photos of the damage.
Outdoor Vitals will submit a claim to the carrier when applicable. If the carrier reimburses Outdoor Vitals for the damage, the order can be reshipped. If the carrier denies the claim, Outdoor Vitals is unable to provide an additional replacement under this policy.
Canceled orders
If an order with Enhanced Shipping Protection is fully canceled before it ships, the Enhanced Shipping Protection charge will also be refunded.
Claim review
Outdoor Vitals reviews claims individually and may request additional information when reasonably necessary.
Claims containing materially false, altered, misleading, or fraudulent information may be denied.
For questions or help with a shipment, contact support@outdoorvitals.com.
Enhanced Shipping Protection is a service offered by Outdoor Vitals, not an insurance policy.