NAiiA Shipping Protection Policy

NAiiA Shipping Protection is an optional service available for purchase at checkout for customers who would like additional assistance in the event their package is lost, stolen, or misdelivered during shipment.

This policy applies only to eligible orders for which NAiiA Shipping Protection was purchased at checkout. Shipping Protection requests are reviewed directly by NAiiA and are subject to the eligibility requirements, exclusions, request deadlines, and terms outlined below.

If NAiiA Shipping Protection was not purchased at checkout, lost, stolen, or misdelivered packages are not eligible for replacement or store credit under this policy.

NAiiA Shipping Protection is a service offered by NAiiA in connection with merchandise purchased directly from shopnaiia.com. It is not an insurance policy and does not provide cash reimbursement for lost, stolen, or misdelivered packages.

What NAiiA Shipping Protection Includes

Lost Packages

A package may be considered lost if it has not been marked as delivered and:

For domestic orders, tracking has not updated for seven (7) consecutive days.
For international orders, tracking has not updated for twenty (20) consecutive days.
The carrier’s estimated delivery date has passed by at least forty-eight (48) hours with no subsequent tracking update.

Requests for lost packages must be submitted within thirty (30) days of the most recent tracking update.

If tracking shows only “label created,” “pre-shipment,” or similar language indicating that the carrier has not yet accepted the package, the order is not considered lost under NAiiA Shipping Protection. Please contact NAiiA directly for assistance.

Delivered but Missing Packages

A package may be considered stolen or misdelivered if carrier tracking shows the package as delivered but the customer has not received it.

Requests may be submitted:

No sooner than five (5) calendar days after the package was marked delivered for domestic orders.
No sooner than seven (7) calendar days after the package was marked delivered for international orders.
No later than thirty (30) days after the recorded delivery date.

Before submitting a request, we recommend checking with household members, neighbors, building management, mailrooms, and the shipping carrier, as packages may occasionally be marked as delivered shortly before they physically arrive.

Packages shipped to an incorrect or incomplete address entered by the customer at checkout are not considered misdelivered and are not eligible under NAiiA Shipping Protection.

What NAiiA Shipping Protection Does Not Include

NAiiA Shipping Protection does not apply to:

Orders for which NAiiA Shipping Protection was not purchased at checkout.
Orders shipped to an incorrect or incomplete address entered by the customer at checkout.
Packages returned to sender due to an incorrect or undeliverable address.
Packages returned to sender due to refused delivery or failure to collect the package.
Packages that are delayed but continue to show active movement through the carrier network.
Shipping delays, including delayed expedited or express shipping.
Orders delayed or held by customs.
Manufacturing defects, product-quality issues, or jewelry that arrives damaged or defective.
Normal wear, maintenance, improper care, or accidental damage after delivery.
Returns or exchanges.
Cash reimbursement for the value of a lost, stolen, or misdelivered package.

Damaged or Defective Jewelry

Jewelry that arrives damaged or defective, is damaged during shipping, or experiences a product-quality issue is not handled through NAiiA Shipping Protection.

If your jewelry is damaged during shipping, arrives defective, or breaks within fourteen (14) days of delivery, please submit a request through our Returns Portal and select “Other” as the reason for return.

In the notes section, please provide details regarding the issue and indicate whether you are requesting a replacement, repair, or return.

These requests are handled separately under NAiiA’s Order Protection Policy and may be eligible for a complimentary replacement, repair, refund, or other appropriate resolution.

How to Submit a Shipping Protection Request

To submit a NAiiA Shipping Protection request, please use our Shipping Protection Request Portal.

NAiiA may request information reasonably necessary to review your request, including:

Order number
Confirmation of the shipping address
Carrier and tracking information
Information regarding the circumstances of the lost, stolen, or misdelivered package
Additional information or documentation reasonably necessary to evaluate the request

All requests must be submitted within the applicable timeframes outlined in this policy.

Submitting a request does not automatically guarantee approval. Each request is reviewed individually based on the order information, carrier tracking, circumstances of the request, and the terms of this policy.

NAiiA reserves the right to deny requests that do not meet the eligibility requirements outlined in this policy or that NAiiA reasonably determines to be fraudulent, misleading, duplicative, or abusive.

Issues involving damaged, defective, or otherwise faulty jewelry should be submitted through our Returns Portal rather than the Shipping Protection Request Portal.

Approved Shipping Protection Requests

If a Shipping Protection request is approved, NAiiA will generally provide a replacement of the original merchandise, subject to product availability.

If the original item is unavailable, NAiiA may, at its discretion, offer:

A comparable replacement; or
Store credit for use at shopnaiia.com.

Shipping Protection does not provide cash reimbursement for the value of a lost, stolen, or misdelivered package.

All resolutions are determined by NAiiA based on product availability and the circumstances of the request.

Replacement Orders

If an approved Shipping Protection request is resolved with a replacement, the replacement will generally be sent to the shipping address associated with the original order unless an alternative address is approved by NAiiA.

A replacement provided through NAiiA Shipping Protection does not automatically include additional Shipping Protection.

NAiiA reserves the right to limit repeated Shipping Protection requests involving the same customer, order, shipping address, or replacement shipment where circumstances reasonably indicate fraud, abuse, or misuse of the service.

Incorrect Shipping Addresses

Customers are responsible for providing a complete and accurate shipping address at checkout.

NAiiA Shipping Protection does not apply to packages that are lost, misdelivered, returned to sender, or otherwise undeliverable because an incorrect or incomplete shipping address was provided by the customer.

If you notice an error in your shipping address before your order has shipped, please contact NAiiA as soon as possible. NAiiA cannot guarantee that an address can be changed once an order has been processed or shipped.

Shipping and Carrier Delays

NAiiA Shipping Protection is intended to provide additional assistance for eligible packages that are lost, stolen, or misdelivered. It does not guarantee delivery within a particular timeframe.

Carrier delays, weather delays, service interruptions, customs delays, or other delays affecting a package that remains in transit are not eligible solely because the package arrives later than expected.

This also applies to packages shipped using expedited or express shipping services.

Shipping Protection Service Fee

NAiiA Shipping Protection is an optional service offered for an additional fee at checkout.

The Shipping Protection service fee is non-refundable once an order has shipped, including if:

The package is successfully delivered.
A Shipping Protection request is submitted.
A Shipping Protection request is approved or denied.
An approved request is resolved with a replacement or store credit.

If an order is canceled before shipment in accordance with NAiiA’s cancellation policies, the Shipping Protection service fee will be handled as part of the canceled order.

Fraudulent, Duplicate, or Abusive Requests

NAiiA reserves the right to review Shipping Protection requests and request additional information reasonably necessary to verify the circumstances of a request.

NAiiA may deny a request if it reasonably determines that the request:

Contains false, misleading, or inconsistent information.
Is duplicative of another Shipping Protection request, refund, chargeback, or other reimbursement request relating to the same order or loss.
Does not meet the eligibility requirements or request deadlines outlined in this policy.
Shows evidence of fraud, abuse, or misuse of NAiiA Shipping Protection.

NAiiA reserves the right to restrict or discontinue access to NAiiA Shipping Protection for customers who repeatedly submit requests that NAiiA reasonably determines to be fraudulent or abusive.

Relationship to Other NAiiA Policies

NAiiA Shipping Protection applies specifically to eligible packages that are lost, stolen, or misdelivered.

It is separate from NAiiA’s Order Protection Policy, Return Policy, and Jewelry Care Guidelines and does not replace or modify those policies.

Issues involving damaged or defective jewelry, product quality, returns, exchanges, or jewelry care are handled under the applicable NAiiA policy rather than through NAiiA Shipping Protection.

Additional Terms

NAiiA Shipping Protection applies only to eligible orders for which the service was purchased at checkout.

The service applies only to merchandise included in the applicable protected order and is subject to all eligibility requirements, exclusions, deadlines, and other terms contained in this policy.

NAiiA reserves the right to request additional information reasonably necessary to review and resolve a Shipping Protection request.

NAiiA may update or modify this Shipping Protection Policy from time to time. Changes will apply to Shipping Protection purchased after the updated policy becomes effective unless otherwise required by applicable law.

For questions regarding NAiiA Shipping Protection or an existing Shipping Protection request, please contact us here.