Shipping Protection is the $4.99 line in your cart. It covers your order between our warehouse and your door. If the carrier loses it, it's taken after delivery, or it arrives damaged, we handle the claim with the carrier ourselves and make it right — you don't have to chase anyone.
What's covered
- Lost in transit — tracking hasn't moved for 10 business days past the estimated delivery date.
- Marked delivered, not received — wait three days first (carriers often scan before the parcel actually arrives, and neighbours sign for things), then check with your household and building. If it still hasn't turned up, tell us.
- Damaged on arrival — let us know within 7 days of delivery with photos of the box and the damage.
How a claim works
Email hello@monsteronesie.com with your order number, what happened, and photos if it's damage. We open a trace with the carrier and confirm the delivery record, GPS scan and any signature on file. Most claims are resolved within a few business days; carrier investigations occasionally take longer, and we'll keep you posted while they run.
What you get
Once the claim is confirmed, a replacement ships — same colour, same size, same comb. If you'd rather have a refund, say so and we'll refund the order instead.
What's not covered
- An address entered incorrectly or incompletely at checkout.
- Parcels delivered to a mailroom, front desk or safe place you asked the carrier to use.
- Returns — those go through our 30-day return policy. Protection isn't refunded if the onesie comes back.
- Orders that didn't have protection in the cart.
- Claims that don't match the carrier's delivery record. We're happy to help either way, but a replacement isn't guaranteed.
Questions before you order? Same address. We answer Monday to Friday.