Guide Protection FAQs

Guide Protection FAQs

We highly encourage customers to purchase Guide Shipping Protection insurance at checkout in addition to any additional shipping charges for orders not utilizing our in-store or local pickup options.

Guide Package Protection protects your order against loss, damage, theft, and more. In just a couple of clicks, you'll receive a refund or replacement for approved claims. To cover your order, make sure Guide Package protection is checked before you place your order at checkout.

If you’ve purchased package protection and need to make a claim, head here to File a Claim: Guide Protection Claim Form

Guide Package Protection will be available to add once you reach Checkout. Once it is added, it will appear at checkout as a product before your order is placed.

Guide is a package protection that covers lost, damaged, or stolen items. Protect your order for $0.98 USD if the cart is less $100, or 1.5-3% of the cart value if the cart total is over $100. Guide Package Protection will be available to add once you reach Checkout. Once it is added, it will appear at checkout as a product before your order is placed.

What happens if my parcel is stolen / if it says delivered but I haven’t received it? File a claim as normal here and Guide will go ahead and process your claim.

How long until I can make a claim? If your parcel hasn't had an updated tracking scan in 5 days, it’s considered lost in transit, and you can make a claim.

How long do I have to make a claim? 30 – 45 days depending on the claim type. This is from the date you placed your order.