Package Protection FAQs

Guide Package Protection

Frequently asked questions

Answers to common questions about coverage, claims, and what to do if something goes wrong with your order.

File a claim
What is Guide Package Protection?
Guide Package Protection protects your order against loss, damage, theft, and more. In just a couple of clicks, you'll receive a refund or replacement for approved claims. To cover your order, make sure Guide Package protection is checked before you place your order at checkout.
How do I file a claim with Guide Package Protection?
If you've purchased package protection and need to make a claim, use the customer portal link below. Open the customer portal.
How do I buy Guide Package Protection?
Guide Package Protection will be available to add once you reach Checkout. Once it is added, it will appear at checkout as a product before your order is placed.
What am I covered for?
Guide Package Protection covers lost, damaged, and stolen packages.
How much does Package Protection cost?
The cost of Guide Package Protection depends on the total value of your order.
How long before my delivery is classified as lost?
If your parcel hasn't had an updated tracking scan in 5 days, it's considered lost in transit, and you can make a claim.
What happens if my parcel is stolen, or it says delivered but I haven't received it?
File a claim through the customer portal and Guide will process your request. Open the customer portal.
How do I get a refund for Guide Package Protection?
If your order is in transit, we are unable to refund Guide Package Protection.
How long do I have to file a claim?
30–45 days depending on the claim type. This is from the date you placed your order.

Need to start a claim or check your order?

Visit the customer portal