1. What does Shipping Insurance (Delivery Guarantee) cover?

Shipping insurance is a shipping protection service provided by logistics companies, covering damage, loss, theft and, in some cases, delayed orders that meet the following conditions.

• Loss: Domestic packages that have not been delivered within 30 days following order fulfillment (the date when the order is shipped) or international packages not delivered within 60 days are considered "lost." In such cases, we will resend a new package at no additional cost. If reshipment is not feasible, compensation will be provided, covering the value paid for the purchased item(s).
  
  Theft: If a package is marked “delivered” but was not received, it may qualify as "theft" if the delivery company cannot provide a proof of signature or receipt. In such cases, supporting documents like a police report may be required. Verified cases of theft will be eligible for a replacement package. If a replacement cannot be provided, compensation will cover the value paid for the purchased item(s).
  
  Damage: Our Delivery Guarantee covers significant item damages (such as items that are unusable, clearly fractured, shattered, bent if not bendable, crushed, etc.). Cosmetic issues (scratches, dents, etc.), manufacturing defects, packaging errors, or unsealed items are not covered. For items that qualify as damaged, a new package will be sent free of charge. If a replacement package is unavailable, compensation will cover the value paid for the purchased item(s).
• Note: Total compensation for one Delivery Guarantee cover is up to the value actually paid for the item(s).

2. How does Delivery Guarantee resolve shipping issues of my order?

The customer experience of Delivery Guarantee is as follows:
- Add Delivery Guarantee at checkout for a modest fee to protect the order against loss, damage, and theft.

- If your protected package suffers loss, theft, or damage, you can report the issue via the after-sales email: service@floysun.com

- The after-sales team will evaluate the issue and forward it to the logistics company's insurance team to determine whether the reported order problem qualifies for compensation.

- If the reported issue meets our eligibility criteria, a replacement package will be sent to you at no additional cost. In cases where a replacement is not possible, a refund will be issued automatically as a prepaid credit to your original payment method. You will receive confirmation of the refund via email.

To qualify for the payout, you need to follow the issue reporting requirements:
- Issues of loss, where the package is not delivered as per the carrier's information, must be reported within 60 days after the order date.
- Issues of damage and theft, where the package is shown "delivered", must be reported within 7 days from the time the carrier's information is updated to "delivered".
- All issues must be reported within 60 days of the order date.