Shipping Protection

Shipping Protection is an optional add-on you can choose in your cart for a small flat fee. If your order gets lost, damaged or stolen on its way to you, we will reship it or refund you. No runaround. Just send us an email.

What is covered

  • Lost. Your tracking shows the package never arrived and it is 10 days past your estimated delivery date.
  • Damaged. Your package or your order arrives damaged because of shipping.
  • Stolen. Your tracking says delivered, but it never made it into your hands.

What is not covered

  • A package that is late but still on its way. Delays are not the same as lost. If you are worried, email us and we will look into it with the carrier.
  • Orders sent to an address that was entered incorrectly at checkout. We will still try to help, but we can't promise a reship.
  • Customs fees, duties or taxes charged by your country.
  • Wear and tear after delivery. If you just don't love it, our 90 day guarantee has you covered, and you can find it in our Refund Policy.

How to make a claim

  1. Email us at admin@myavello.com with your order number and a quick note on what happened. If your order arrived damaged, please attach a photo of the package and the item.
  2. Reach out within 30 days of your estimated delivery date.
  3. We will reply within 1 to 2 business days.

What we will do

We will either reship your order at no cost or refund what you paid for the item, whichever you prefer. Refunds go back to your original payment method within 5 to 7 business days.

About the fee

If you cancel your order before it ships, we will refund the Shipping Protection fee along with the rest of your order. Once your order has shipped, the fee is not refundable.

Good to know

Shipping Protection is optional. Your order ships the same way whether you add it or not, and if you skip it you can still email us about a missing package and we will look into it with the carrier. Shipping Protection is a service offered by Avello. It is not an insurance policy, and we cover these claims ourselves.

Questions? Email us at admin@myavello.com.