ProtectMyOrder Terms
What is ProtectMyOrder?
ProtectMyOrder provides peace of mind when ordering online, addressing delivery issues that may arise for a small additional fee at checkout.
Customers who don’t purchase ProtectMyOrder are still able to claim, but may need to wait for the courier to offer a resolution, which can take upwards of 30 days.
Here are the key differences between our standard service and our ProtectMyOrder service:
| Scenario | Standard Service | ProtectMyOrder upgrade |
|---|---|---|
| Lost parcel | We will raise a claim with the courier on your behalf. | If your parcel gets stuck on tracking for more than 7 days we will resend or refund |
| Items damaged | We will raise a claim with the courier on your behalf. | We will provide a fast reship or refund subject to photographic evidence of the damage |
| Stolen parcel | We will raise a claim with the courier on your behalf. | We will resend or refund within 3 working days |
| Parcel delayed | We will contact the courier and keep you updated. | We will contact the courier and keep you updated. |
Please note that our ProtectMyOrder service upgrade does not apply if the delivery address provided is incomplete or inaccurate.
Please note we reserve the right to refuse ProtectMyOrder compensation if we are not satisfied by the evidence provided.
The service provided above is in addition to those that you already receive as standard. The following should be treated as part of the services as set out in our standard terms and conditions, and shall be deemed upon payment of the additional fee to form part of our contract.
Before placing your order including ProtectMyOrder, please be aware that this service does not cover the following:
Delays with international shipments regarding any customs/duties or refusal to co-operate with courier services. Often the tracking does not update until the parcel has arrived at customs.
Order claims showing proof of delivery to the correct address, supported by courier-supplied photographic evidence, GPS-verified delivery location, and satellite imagery.
If any issues occur with your delivery, we prioritise resolving your query. Contact our customer service team at info@gymnasticsexpress.co.uk, and we'll initiate an investigation to find a solution promptly.
Please note that this service is an addition to our standard services, outlined in our terms and conditions. Payment of the additional fee is considered acceptance of this contract.