Last updated: August 20, 2026

Shipping Protection is an optional service offered by DCM Works at checkout. It covers your order against damage, loss, and theft in transit, and gets you a replacement fast without dealing with the carrier.

Shipping Protection is not insurance. It is a service guarantee provided directly by DCM Works. No third party underwrites it.

What's covered

If you added Shipping Protection at checkout, your order is covered for:

Damaged in transit. Your item arrives broken, crushed, leaking, or otherwise unusable because of handling during shipping.

Lost in transit. Tracking stops updating and the carrier does not deliver your package.

Stolen after delivery. Tracking shows delivered, but the package was taken from your doorstep, mailroom, or building entrance.

That third one matters. Without Shipping Protection, orders marked delivered by the carrier are not eligible for replacement or refund. Protection is the only way to be covered for porch theft.

What's not covered

Shipping Protection does not cover:

• Delivery delays. A late package is not a lost package. Carrier backlogs, weather, holiday volume, customs processing, and service disruptions are not covered. Coverage begins only once a package qualifies as lost under the timeline below.
• Incorrect or incomplete addresses entered at checkout, including missing apartment or unit numbers.
• Refused or unclaimed deliveries, or packages returned to sender because no one collected them.
• Packages redirected by you after shipment, or sent to a freight forwarder, mail forwarding service, or reshipper.
• Change of mind, wrong item ordered, or dissatisfaction with the product. Those fall under our standard Return Policy.
• Damage after delivery, including mishandling, improper storage, or normal wear.
• Customs seizure, duties, taxes, or import fees on international orders.
• Shipping charges, taxes, duties, discounts, or gift card value. Coverage applies to the product value only.
• Orders where Shipping Protection was not purchased at checkout. Protection cannot be added after an order is placed.

Filing a claim

Claims must be filed within these windows or they cannot be approved:

The 3-day wait on missing packages is not a stall. Carriers scan packages as delivered early more often than people expect, and a meaningful share turn up with a neighbor, in a mailroom, or at the back door within 72 hours.

To file, submit a claim https://www.dcmworkz.com/apps/captain-protection/login  with:

1. Your order number
2. The email address used on the order
3. For damage: clear photos of the damaged item, the packaging including the shipping label, and any visible batch or lot code
4. For theft or loss: confirmation that you checked with neighbors, building management, and your mailbox

We review claims within 2 business days and resolve approved claims within 3 business days of approval.

How approved claims are resolved

Approved claims are resolved by free replacement shipment of the same item, shipped at no cost to you.

If the exact item is out of stock or discontinued, we will offer, at our discretion, a comparable replacement or store credit for the product value of the covered item.

Cash refunds are not issued under Shipping Protection. If you want a refund rather than a replacement, our standard Return Policy applies and its own terms and conditions govern.

Coverage is capped at the product value paid, excluding shipping, taxes, duties, and discounts.

Limits

• One claim per order. Each order is eligible for one approved claim. Replacement shipments are not themselves covered by Shipping Protection.
• Non-refundable once shipped. The Shipping Protection fee can be removed before your order ships. Once the order ships, the fee is non-refundable because coverage has begun.
• Non-transferable. Coverage applies to the original purchaser and the original shipping address.
• Police report for high-value theft. For theft claims on orders over $150, we may request a copy of a filed police report before approval.
• Abuse. We reserve the right to deny claims, limit future coverage, or decline orders where we identify a pattern of repeated claims, or where a claim appears inaccurate or misrepresented. We will tell you the reason in writing if we do.
• Subscriptions. Shipping Protection applies per shipment. It must be active on the specific shipment being claimed.

Changes to these terms

We may update these terms. The version in effect at the time you placed your order governs your coverage. Material changes will be posted here with an updated date.

Questions

Email support@dcmworkz.com with your order number and we'll get back to you within 48 hours.