Package Protection

You can track your order using the tracking number provided in your shipping confirmation email. If your tracking has not updated or you cannot locate your order, contact our support team and we will help locate your shipment.

If your order ends up lost, damage, or stolen our support team helps to ensure your order gets replace or refunded as preferred or determined by availability. Claims will be reviewed for approval withing 1-2 business days from filing. Need to file a claim? File here.

Approved claims are resolved by reordering the item(s) when they are in stock. Where an item is out of stock, unavailable, or custom-made, we issue a refund for the covered item cost. Shipping costs, taxes, and customs/duty fees are excluded and deducted from any refund.

Theft after delivery is time-sensitive: coverage is limited to an 8-hour window — the theft must occur, and be reported to us, within eight (8) hours of the carrier's recorded delivery time (see the Full Theft Policy below). For transit loss or damage, file as soon as you notice the issue — a package marked delivered that you did not receive, a shipment stalled in transit, or an item that arrived damaged. Prompt filing helps us investigate with the carrier while tracking and delivery records are current.

If your order arrives damaged, keep all packaging and take clear photographs of the damaged item(s) and the box. Submit these with your claim and our team will arrange a replacement or refund for the covered item cost.

The following terms govern theft claims under Package Protection and supplement the coverage purchased at checkout. By filing a theft claim you agree to these terms.

1. What Package Protection Covers

Package Protection provides two distinct forms of coverage, each governed by different terms:

(a) Loss or Damage in Transit. If your order is lost by the carrier before delivery, or arrives physically damaged, Package Protection covers it in full — either the replacement of the damaged part(s) or the complete replacement of a damaged kit, as the circumstances require — subject to the general exclusions below. Damage claims are straightforward: the damaged item can be inspected and the damage readily confirmed from the required photographic evidence, so these claims are resolved without the additional theft-verification steps described below. Theft, by contrast, cannot be inspected in the same way and is capable of being misrepresented, which is why the theft process in Sections 2 through 7 is more rigorous.

(b) Theft After Delivery — 8-Hour Coverage Window. Theft coverage is strictly limited to theft that occurs within eight (8) hours of the carrier's recorded, timestamped proof of delivery. If your order is stolen from the delivery location within that 8-hour window, Package Protection provides a theft benefit equal to fifty percent (50%) of the product cost of the affected item(s). Two conditions both apply: (i) the theft must occur within eight (8) hours of the recorded delivery time; and (ii) the claimant must notify the Company of the theft within eight (8) hours of that recorded delivery time. Any theft that occurs, or is reported, more than eight (8) hours after the recorded delivery time is not covered. This reflects the expectation that a high-value shipment will be retrieved promptly upon delivery. Coverage is further subject to the conditions, verification, and documentation requirements set out in Sections 3 through 7 below.

(c) Delivery-Location Eligibility (Theft Coverage). Theft coverage applies only to shipments delivered to a single-family dwelling. It does not apply to any multi-family or multi-unit address, including apartment buildings, townhouses, condominiums, duplexes, shared mailrooms, or similar multi-tenant locations. Where an order covered by Package Protection is delivered to such an address, no theft benefit is payable; instead, notwithstanding the general non-refundability of Package Protection after delivery, the Package Protection fee will be refunded because theft coverage was not available for that address. (This limitation does not affect coverage for loss or damage in transit under Section 1(a).)

In all cases, coverage applies to the cost of the item(s) only. Shipping charges, taxes, and customs or duty fees are excluded and will be deducted from any amount payable. No theft claim may be filed unless the shipment has been marked delivered by the carrier.

2. The Theft Benefit Is a Replacement Credit, Not a Cash Settlement

The theft benefit exists for one purpose: to help a genuine customer replace a product that was stolen from them so that they can complete the vehicle build they originally intended. It is not a cash payout, a rebate, or a settlement.

• The 50% theft benefit is issued solely as a credit toward the purchase of a replacement kit or replacement item(s) from Coilovers.com and must be applied to that replacement.
• The theft benefit will not be issued as cash, check, wire, or open refund to a payment method, and will not be issued independently of a replacement order.
• Where the original item is unavailable or was custom-made, the Company may, at its sole discretion, substitute a comparable replacement or issue a replacement credit of equivalent value.
• A claimant who accepts the theft benefit thereby represents that they still require the product and intend to install a replacement on the vehicle identified in the claim.

If a claimant does not intend to replace the stolen item, no theft benefit is payable, because the coverage insures the customer's ability to replace the product — not the value of the product in the abstract.

(Replacement Delivery and Pickup.) The replacement kit — provided at 50% of cost to the claimant — will not be shipped to the address where the theft occurred. It will be shipped to an installation shop designated by the Company within a ten (10) mile radius of the claimant's verified location (based on the delivery address of record); where no participating shop is available within that radius, the Company will designate the nearest available shop. The claimant is responsible for collecting the kit at that shop and must present valid photo identification and sign for the replacement at pickup.

3. The Claimant Must Cooperate With a Full Investigation

By filing a theft claim, the claimant agrees to a complete investigation of the shipment and delivery, and agrees that payment of any benefit is conditioned on that cooperation. As part of the investigation, the Company (and its carriers and agents) may:

1. Review and verify the carrier's delivery record, GPS/geolocation data, delivery photographs, and proof of delivery.
2. Determine whether the shipment was in fact delivered to the address of record.
3. Where a signature was recorded or is in question, request and independently verify the signature associated with delivery.

The Company will endeavor to review each claim promptly; however, the claimant acknowledges that signature verification and carrier investigation take time, and that the review period may be extended as reasonably necessary to complete a thorough investigation. No benefit is payable while an investigation is open.

If the investigation establishes that the shipment was not delivered, the claim is handled as a loss/non-delivery claim under Section 1(a). If the investigation establishes that the shipment was delivered, but the claimant maintains that the item was thereafter stolen from the property — or that the recorded signature was not theirs or was falsely applied — the claim proceeds only under the additional requirements in Sections 4 through 6.

4. Sworn Statement and Police Report Are Mandatory for a Delivered-Then-Stolen Claim

Where the Company's investigation confirms delivery but the claimant asserts theft, the following are mandatory conditions of any theft benefit. Failure to provide any one of them is grounds to deny the claim:

(a) Police Report. The claimant must file a complete and truthful theft report with the law-enforcement agency having jurisdiction over the delivery address, and must provide the Company with a copy of that report, including the report or case number.

(b) Notarized Theft Declaration. The claimant must complete, sign, and have notarized the Company's Sworn Theft Declaration (form provided by the Company upon request). By executing that declaration, the claimant swears, under penalty of perjury and of the false-statement provisions of applicable law, that: (i) the item was stolen; (ii) the claimant did not receive, retain, keep, sell, transfer, or install the item; (iii) the claimant has no knowledge of the item's present location; and (iv) all statements and documents submitted in support of the claim are true and accurate. The claimant accepts full personal and legal responsibility for the truth of that declaration.

5. Required Vehicle Documentation

Because the theft benefit is tied to replacing a product on a specific vehicle, the claimant must also provide, before any benefit is issued, documentation identifying that vehicle and its current state. The Company will require:

1. The Vehicle Identification Number (VIN) of the vehicle for which the kit was purchased.
2. The license plate number and state/province of registration.
3. Clear, current photographs of the vehicle, including a full exterior view showing the plate.
4. Clear, current photographs of the suspension hardware presently installed on the vehicle — i.e., the factory or existing coilovers/components currently on the car, in place, prior to installation of the replacement kit.

These items establish that the reported-stolen kit is not already installed on the vehicle and confirm the vehicle the replacement is intended for. Photographs must be original, unaltered, and date-verifiable; the Company may reject edited, stock, or non-original images and may request reasonable additional documentation to complete verification.

6. Inspection and Verification — Condition of the Settlement

The 50% payment the Company makes toward a replacement kit is a settlement made in consideration of, and expressly conditioned upon, the claimant's agreement to the inspection rights in this Section. By accepting that payment, the claimant grants these rights and agrees that they survive payment and remain binding for the full period stated below.

(a) 18-Month Inspection Right. For a period of eighteen (18) months following the Company's payment, the Company may, at any time and on one or more occasions, require a random inspection of the vehicle identified in the claim. Upon any such request, the claimant agrees to fully cooperate and to drive the vehicle, at the claimant's own expense, to an inspection site of the Company's choosing — a mechanic's garage within a fifteen (15) mile radius of the claimant's address — so that the Company may confirm which kit is installed on the vehicle: the kit reported stolen, or the replacement kit supplied by the Company. The claimant must present the vehicle for inspection within seven (7) days of the Company's request. This inspection obligation is a binding contractual term entered into in consideration of the Company's payment toward the replacement kit; if the claimant fails to present the vehicle within that seven (7) day period, the Company is entitled to bring a legal claim for, and to recover, the full amount it paid on the claim.

(b) Confidential Replacement Identifier. Each replacement kit supplied by the Company bears a factory-stamped identifier code, applied at the Company's initiative and choosing and known only to the Company. The Company uses this code to confirm that the kit installed on the vehicle is the replacement kit and not the kit reported stolen. The claimant is not entitled to be told the code, and any attempt to remove, alter, obscure, or reproduce it voids the claim and renders the payment immediately repayable.

(c) Consequence. If an inspection establishes that the kit reported stolen — rather than the replacement kit — is installed on the vehicle, or on any vehicle owned or controlled by the claimant; or if the kit reported stolen is otherwise found in the claimant's possession or control, is shown to have been sold, transferred, or installed by the claimant or anyone connected to the claimant, or is presented to the Company or any affiliated manufacturer or dealer (including as a warranty submission) — the claim is deemed fraudulent, the full amount paid by the Company becomes immediately repayable, and the Company reserves the right to pursue legal action for misrepresentation under Section 7. Separately, refusal or failure, without reasonable cause, to present the vehicle for a requested inspection within the seven (7) day period set out above is a material breach of this settlement contract, entitling the Company to recover — by legal claim if necessary — the full amount it paid on the claim, independent of any finding of fraud.

7. Fraud, Misrepresentation, and Enforcement

Package Protection is offered in good faith to protect genuine customers. The Company treats attempts to abuse it seriously.

• A claimant who reports a theft that did not occur, who misrepresents delivery or a signature, who retains or installs an item they reported stolen, or who provides false statements or falsified documents in support of a claim, commits fraud against the Company.
• In any such case, the Company may deny the claim, reverse and reclaim any benefit already issued, cancel Package Protection coverage, and refuse future coverage.
• The Company reserves the right to recover the full value of any benefit obtained by fraud, together with the costs of investigation and collection permitted by law.
• Because the claim is supported by a sworn, notarized declaration and, where applicable, a police report, a false claim may constitute a false police report, perjury, fraud, and/or theft under applicable law. The Company will refer suspected fraud to the relevant law-enforcement authorities and will cooperate with any resulting investigation or prosecution.

Nothing in these terms limits any other right or remedy available to the Company at law or in equity.

8. General Terms

• These theft-coverage terms supplement, and form part of, the Package Protection coverage purchased at checkout.
• The Company will make every reasonable effort to resolve legitimate claims fairly and promptly. Claims are reviewed for approval, subject to the investigation described above.
• The Company may update these terms from time to time; the version in effect at the time of the shipment governs the claim.
• All decisions regarding coverage, benefit amount, replacement, and eligibility are made by the Company in accordance with these terms.
• Controlling Terms. These theft-coverage terms govern all theft claims. Where any other summary or description of Package Protection appears to differ, these terms control for theft claims. Any claim-review timeframe stated elsewhere refers to initial acknowledgment of a claim; theft claims are subject to the investigation and inspection periods described in these terms, and no benefit is payable until those requirements are satisfied.
• Governing Law. This coverage, and any claim or settlement under it, are subject to the laws of the state or province to which the order was delivered — that is, the law of your state — without regard to conflict-of-laws principles.