ShipTection Order Protection

ShipTection is available for all Freeze Pipe orders. ShipTection fully protects your packages in the event that it is lost, damaged, or stolen. 

  • Packages presumed to be lost

    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 for United States domestic shipments (20 days for international shipments) and within 30 days from the last checkpoint.


  • Only part of the order delivered

    • If an order has been split into multiple packages and one package does not arrive, ShipTection will cover the order issue and reorder the value of the undelivered package.

    • If your order was missing an item, please reach out to us at customerservice@thefreezepipe.com 

  • Packages labeled "return to sender"

    ShipTection does not cover packages labeled return to sender because the order has been sent back to the retailer. Items are returned to sender when a customer provides an invalid or undeliverable address or refuses a delivery. If your package has been returned to sender, please contact customerservice@thefreezepipe.com

  • Order stuck in customs

    • ShipTection cannot cover when a customer’s order is stuck in international borders/customs. The customer’s next step is to pay the customs fees in order to receive the package.

  • Order marked as unfulfilled or unshipped

    If the customer’s order is marked as unfulfilled or unshipped, the order hasn’t been fulfilled yet. This would not need to be filed with ShipTection. For concerns regarding the status of your order, please email customerservice@thefreezepipe.com

  • Delivered to wrong address

    If the customer input the correct address at checkout and the package was delivered to the wrong address, ShipTection considers this as stolen and we will replace the order on behalf of the customer.

  • Out of stock

    ShipTection can offer the customer a refund for the item that is out of stock or a replacement order can be placed when the item is back in stock.