NAiiA Shipping Protection Policy

Last Updated: 09/10/2026

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.

Contact Information

NAiiA
345 North Maple Drive, Suite 135
Beverly Hills, CA 90210
United States
info@shopnaiia.com