Ozio Secure Package Protection Terms

Important Notice
Ozio Secure Package Protection covers only the value of the products purchased within an eligible order. Coverage does not extend to any additional fees, expenses, or charges associated with the order. Excluded costs include, but are not limited to, shipping and handling fees, medical consultation fees, pharmacy-related charges, customs duties, taxes, the cost of Ozio Secure coverage, and any other expenses incurred by the customer.

Stolen Package Coverage
If a shipment is marked as "Delivered" by the carrier but the customer reports that the package was not received, Ozio Secure may, at its sole discretion, require the customer to provide a police report before a claim can be approved.
Police Report Requirements:

  • Orders with a value of $300 or greater may require a police report.
  • The report should indicate that Ozio Secure Package Protection is assisting with the claim investigation and resolution process.
  • Customers must submit the police report by email to the designated claims department.
  • The submission must include: the customer's order number, and a copy of the police report.

Failure to provide requested documentation may result in denial of the claim.

Incorrect Delivery Address
Coverage may be denied if the customer entered an incorrect shipping address during checkout. However, if the customer provided the correct shipping address and the carrier delivered the package to a different address, Ozio Secure may provide coverage provided the customer can supply evidence showing that the shipment was delivered to the wrong location. The responsibility for providing supporting documentation rests with the customer.

Lost Package Coverage
A package may be considered lost when it has not been marked as delivered and tracking activity has stopped for the following periods:

  • Domestic Shipments (United States): More than seven (7) consecutive days have passed since the last carrier tracking update.
  • International Shipments: More than fifteen (15) consecutive days have passed since the last carrier tracking update.

Claims submitted before these timeframes have elapsed may not be eligible for review.

Damaged Shipment Coverage
Ozio Secure may cover products that sustain damage while in transit due to mishandling or negligence by the shipping carrier. Covered damage includes defects or breakage that prevent the product from functioning as intended and make it unusable for its intended purpose.
The following are not covered:

  • Cosmetic or superficial damage that does not affect functionality
  • Manufacturing defects or product quality issues unrelated to shipping
  • Damage resulting from the product's packaging design or packing materials
  • Any condition that existed prior to carrier transit

Return-to-Sender (RTS) Shipments
Ozio Secure may provide coverage for packages that are returned to the sender and officially designated as "Returned to Sender" by the carrier.
To qualify:

  • The package must have been successfully returned to the sender, as confirmed by carrier tracking information.
  • A claim must be submitted within ten (10) days after the carrier records the package as returned to sender.

Claims submitted before the return is completed or after the filing deadline may not be eligible.

How to Submit a Claim
To submit a claim under Ozio Secure Package Protection, please email support@ozio.com with the following information:

  • Customer Name
  • Name Used on the Order
  • Order Number / Invoice ID
  • Type of Claim: Stolen Package, Lost Package, or Damaged Package
  • Detailed Description of the Incident

Please provide a thorough explanation of the situation, including any supporting documentation, photographs, tracking information, or other evidence that may help us evaluate your claim. Claims should be submitted as soon as possible after the issue is discovered. Ozio Secure reserves the right to request additional information or documentation as needed to review and process a claim.