Effective Date: May 14th 2025

Chroma offers optional Shipping Protection at checkout to provide customers with added assurance against lost, damaged, or stolen packages. By opting in and paying the associated fee, you agree to the terms and conditions outlined in this policy.

1. Overview

Shipping Protection is an optional service provided directly by Chroma. The fee collected at checkout is not an insurance premium, but a contribution to our internal recovery fund, which we use to assist all customers who added Shipping Protection to their orders in the rare case of delivery complications. This service allows us to swiftly replace or refund affected orders without the delays of external claims processes.

2. Coverage Details

Shipping Protection covers the following situations:

Lost Packages
Packages that have not moved within the carrier's system for 7 consecutive business days (domestic) or 14 consecutive business days (international) after shipment may be considered lost.

Important exception: If a package is being held at a postal warehouse located in a region not currently affected by natural disasters, civil unrest, postal strike, or similar events — but its final destination is impacted — and standard postal protocols for package security remain active, the package will not be considered lost under this policy.

Stolen Packages
Packages marked as delivered but not received, provided the delivery location is secure and there is reasonable evidence to suggest loss or misdelivery.

Damaged Items
Items that arrive visibly broken, malfunctioning, or otherwise compromised due to shipping-related damage.

3. Exclusions

Shipping Protection does not cover:

• Orders where Shipping Protection was not purchased.
• Packages marked "return to sender" due to incorrect or incomplete address entry
• Delays due to customs processing or carrier backlog
• Normal wear and tear of product packaging
• Claims submitted more than 15 days after the last tracking update or delivery scan
• Packages sent to freight forwarding addresses (PO Boxes are acceptable delivery locations within the USA)
  
  However, even if you do not opt into Shipping Protection, we are still committed to customer satisfaction and will work within reason to help you find a fair resolution. 
  

4. Claim Process

To file a claim, please contact us at hello@getchroma.co with the following details:

• Your order number
• A description of the issue
• Photo evidence (if damage occurred)
• For stolen packages: Any supporting context regarding secure delivery location or known delivery issues

Claims will be reviewed within 3 to 5 business days. If approved, Chroma will either reship the item(s) or issue a refund based on the customer's preference or the most reasonable solution given the circumstances that unfolded.

5. Cost

Shipping Protection is calculated based on the value of your order and typically ranges from 1 to 2 percent of the total cart value:

Order Value Range

Shipping Protection Fee

$0.00 – $300.00 = $2.99
$300.01 – $400.00 = $4.99
$400.01 – $500.00 = $5.99
$500.01 – $600.00 = $6.99
$600.01 – $700.00 = $7.99
$700.01 – $800.00 = $8.99
$800.01 – $900.00 = $9.99
$900.01 – $1000.00 = $10.99
$1000.01+ = $12.99

The fee is clearly shown during checkout and added to your cart total only if you opt in.

6. Legal Notice

Shipping Protection is not a form of insurance and is not regulated as such. It is a goodwill-based service offered solely by Chroma to enhance the customer experience and provide added attention, peace of mind, and post-purchase support.

Participation is entirely voluntary.