To file for a lost or stolen order, the claim must be submitted using this link (Click Here) within the stipulated time frame (see below Terms & Conditions) for the order.
Add insurance to your order by selecting this Aria Beauty Shipping Protection Plan at checkout. The Shipping Protection Plan protects against lost or stolen orders.
Aria Beauty Protection Plan for Only $4.99 (added at the checkout when selecting the shipping option)
You can add insurance to your order by selecting our Aria Beauty Protection Plan at the checkout when selecting the shipping option. The Aria Beauty Protection Plan protects against lost and stolen orders. Only included if chosen and paid for at checkout on the order number.
Your order will be protected from delivery loss and theft by selecting and paying for the Aria Beauty Protection Plan at checkout*. If your order never comes, you can easily file a claim with Aria Beauty and receive a replacement item when the claim is approved. We are excited to offer this service to you, and we highly recommend that you select the Aria Beauty Protection Plan in your cart. *Subject to full details and policies as listed below.
Aria Beauty Protection Plan Policies
For online orders placed that include the Protection Plan (as selected and paid for at checkout), your order will be covered if lost or stolen. In the case of any issues with the delivery of your order when reported within the stipulated timeframe, you will be eligible for a replacement product (maximum 1 replacement per order).
The Aria Beauty Protection Plan does not cover delivery issues for orders shipped to third-party facilities (e.g., freight forwarding). Shipping to a third-party facility voids your Aria Beauty Protection Plan, and no replacement can be issued.
The Aria Beauty Protection Plan does not include a refund option for any lost or stolen orders.
The Aria Beauty Protection Plan does not reimburse the cost of the protection plan itself.
For customers who have placed an order with the Aria Beauty Protection Plan and experienced a lost or stolen order, it must be reported via email and a claim filed with Aria Beauty officially within a minimum of 5 business days to a maximum of 10 business days of the stated date of delivery. If it has exceeded the 10 business days since the stated delivery date, and a claim has not been filed officially. In that case, the customer understands the Aria Beauty Protection Plan does not cover their order, and they are no longer eligible for a replacement.
The Aria Beauty Protection Plan must be added to your order at the time of purchase. It cannot be added after an order has already been placed.
The Aria Beauty Protection Plan will provide a maximum of one replacement if Aria Beauty approves your claim; to the individual item or order. The Aria Beauty Protection Plan covers the order within delivery transit, including UPS, FedEx, Canada Post, and USPS. Once delivered, per tracking information of the respective carrier (Including but not limited to UPS, FedEx, Canada Post, and USPS), there is a maximum and minimum time a claim can be filed. Once past the stated maximum time, the order or item is no longer eligible for coverage.
If Aria Beauty requests pictures or videos, the images and video must be sent via email to onlineorders@ariabeauty.com. The images and/or video must be clear, in-focus, and of the requested information. Should Aria Beauty request additional photos or videos, this must be provided for the claim.
Lost or Stolen Orders
The Aria Beauty Protection Plan covers lost and stolen packages. To be considered stolen, the order must show as delivered on the tracking information, but the recipient advises it has not been received. To be considered lost, the tracking must not have updated in at least 7 business days and must not show as “delivered”. Orders in transit but the tracking information has not been updated in 7 business days are considered lost packages and are eligible for a replacement through the Aria Beauty Protection Plan. Packages returned to sender, marked as abandoned, have the incorrect shipping address entered at checkout or are stuck in customs are not considered lost packages. The Aria Beauty Protection Plan does not cover these orders.
Stolen Orders: "Delivered" but Not Delivered Package Policy
Order issues for packages marked "delivered" but not received are considered by Aria Beauty as stolen. They must be filed five days after the listed "delivery date" but no longer than 10 business days to ensure it was not misdelivered to a neighbour, incorrectly marked as "delivered," or found around the premises. At our discretion, Aria Beauty may require a police report when a package is marked as delivered but you have not received the package.
Filing a Police Report
In the case, Aria Beauty Protection Plan requires evidence of the police report the customer files the police report and includes an explanation that Aria Beauty Protection Plan has protected the customer's package that has been stolen. To process the order issue with Aria Beauty, the Aria Beauty Protection Plan requires a police report. Send Aria Beauty the police report PDF & number in the order issue. Upon request, Aria Beauty can require additional documentation (e.g. proof of identity, address, etc.). Note: Depending upon the jurisdiction, a false police report may be charged as a misdemeanour or a felony.
Delivered to a Wrong Address
If the customer inputs the correct address at checkout and the shipping carrier delivers the package to the wrong address, Aria Beauty considers this stolen. We will replace the order on behalf of the customer. If the customer inputs the incorrect address at checkout, the Aria Beauty Protection Plan will not cover the package. If the shipping carrier cannot deliver the package and the package is delivered to a carrier access point, it is the customer's responsibility to contact the carrier and retrieve the package thus, not covered by Protection Plan.
Order Issue Filed Too Soon
If filing an order issue the same day the package was marked as delivered, Aria Beauty may ask you to wait five business days at our discretion. Carriers (UPS, FedEx, Canada Post, USPS, etc.) sometimes prematurely mark the package delivered when it's still in transit.
Reshipping Fee
If your order is approved for a replacement by Aria Beauty Protection Plan, we will require the shipping fee to be paid.
Replacement Orders
For Aria Beauty Protection Plan-approved claims, a replacement order will be automatically created and shipped to the original shipping address with only the original item(s). If the original item(s) ordered are on backorder/out of stock, the order will ship once the item has been restocked. Replacement orders can only include the original item(s). They cannot be altered to any other item. If the original item is no longer available permanently due to being discontinued, the customer is eligible for an item of equal or lesser value at Aria Beauty’s discretion only. Item(s) selected of lesser value, the costs are not refunded. Replacement orders are non-refundable.
Replacement orders are shipped with a signature upon delivery feature to ensure safe delivery. This is a requirement for a replacement order. They can not be sent to a PO box.
If a replacement order is also lost or stolen, Aria Beauty will require the recipient to file a police report before any further action from Aria Beauty.
If you do not purchase the Aria Beauty Protection Plan and in the case of a lost or stolen order, Aria Beauty is not responsible and cannot offer a replacement or refund.
By purchasing the Aria Beauty Protection Plan, you agree to all listed terms. This Aria Beauty Protection Plan is subject to change at any time and without prior notice.
Packages Presumed to be Lost: Tracking Does Not State "Delivered" Policy
Order issues for packages presumed to be lost by the carrier (where the status is not "delivered") must be filed no sooner than 7 days after the scheduled delivery date and within a maximum of 30 days from the last checkpoint. Suppose a single order is being shipped in multiple packages and one package does not arrive per the tracking. In that case, Aria Beauty Protection Plan will cover the order issue and send a replacement of the undelivered package unless policy states otherwise (including but not limited to the package marked as Abandoned). Photos and/or videos will be required of the delivered items.
Invalid Address or Delivery Barriers
Sometimes carriers cannot deliver the customer's package due to an invalid address or other unexpected delivery barriers. At this point, the carrier might return the package to the sender. The customer's package is not lost, which the Aria Beauty Protection Plan does not cover.
Unable to Deliver/Abandoned
Packages that were unable to be delivered by the carrier due to missing address details or no persons available at the delivery address are not covered by the Aria Beauty Protection Plan. Suppose the customer cannot retrieve the package at a carrier access point due to unsuccessful delivery attempts and/or the package is marked as Abandoned. In that case, the Aria Beauty Protection Plan does not cover them.
Packages labelled "Return to Sender."
Aria Beauty Protection Plan does not cover packages labelled return to sender because the order was returned to Aria Beauty. A reshipping fee will be required as all Aria Beauty orders returned to the sender are subject to a minimum $25.00 return-to-sender fee. Items are returned to the sender when a customer provides an invalid, undeliverable address, refuses delivery etc.
Order Stuck in Customs
Aria Beauty Protection Plan cannot cover when a customer's order is stuck in borders/customs. The customer's next step is to await the package's release. If the customer refuses delivery, the package is not covered under the Aria Beauty Protection Plan.
Reshipping Fee
In the case your order is approved for a replacement by Aria Beauty Protection Plan, we will require the shipping fee to be paid.
Policy Changes
We may revise these guidelines at any given time with no prior notice. The most current version of the guidelines will continuously be updated and available on this page. Questions? Email us at contact@ariabeauty.com.
