Extraordinary Symbols is not liable for any packages that are lost, damaged during transit, or stolen during transit if package protection is not purchased at the time of the order.

Most orders are delivered without any issue. However, there can be the occasional package that ends up lost, damaged or stolen on its way to a residential address and we totally get that these issues are more than frustrating!

This is why we now offer Navidium Shipping Protection for all orders. It is a great, affordable way to have peace of mind and insure your order against unexpected loss, damage or theft that may occur during transit to a residential address

For a very small fee, you can protect your package and we will send you a replacement if your package is lost, damaged, or stolen. In the event that a replacement is not available, we will issue you a refund in the form of an e-gift card.

What's considered a lost package:

Shipments where tracking shows 'in transit' or not delivered and without any new updates/movement for 21 calendar days after the package was shipped.

Shipments that have been determined lost by the carrier.

What's considered a damaged package:

Items that were damaged in transit. (This does not include damage to only the packaging; the actual item must be damaged.)

Some of your order is missing due to the box/package opening during transit.

Claims for a damaged package must be submitted within 48 hours of delivery along with a picture evidencing the damage.

What's considered a stolen package:

Navidium requires a police report when the customer’s package is marked as delivered but appears to have been stolen.

1. Customer files the police report and includes an explanation that Navidium is a package protection service that requires a police report to document orders which the customer thinks have been stolen.

2. Send customer service the police report PDF and related order number. In many cases, police reports can be filed online.

At its discretion, Navidium can require additional documentation (e.g. proof of identity, address, etc.)

Packages marked "delivered" yet not received are considered by Navidium as stolen and must be filed no sooner than 5 days after “delivery date” but no longer than 15 days to ensure it was not misdelivered or easily found around the premises.

Note: Depending upon the jurisdiction, a false police report may be charged as a misdemeanor or a felony.

What's not covered by Navidium Shipping Protection:

• Packages shipped to a commercial address.
• Packages delayed in transit. When our customer service team is aware of delays due to weather or carrier logistics problems, we reserve the right to classify these packages as ‘delayed’ rather than lost. 
• Missing packages or packages returned to sender due to the incorrect or insufficient address information provided at checkout when the order was placed. 
• Orders or parts of orders that have not shipped yet.
• Packages that have already been replaced or refunded under Navidium Shipping Protection. If a package is replaced and there are further shipping issues, please contact the shipping carrier directly.

How to submit a claim:

If you have paid for Navidium Shipping Protection, please contact us at help@exosymbols.com within 48 hours after the delivery date (or the date the carrier noted as the delivery date). A member of our customer service team will assist you within 1-2 business days.

What to include in your claim email:

• Subject line: "Shipping Protection Claim for Order # <insert EXO order number>". Your order number can be found on your order confirmation email.
• Description of issue.
• Clear photo evidence of any damage.
• Any other useful information that supports your claim.

We will continue to track your package. Should it appear, we will ask that the package be shipped back to us at our expense.

What happens after your claim has been submitted:

• We will begin an investigation of your claim.
• Please allow 7 business days to work on your claim.
• If the shipping claim is denied, there is nothing further that can be done.
• Once your claim has been approved, we will send you a product replacement if available, or issue you a store credit in the form of an e-gift card.

Terms and Conditions:

• Navidium Shipping Protection is optional, but by opting-out of shipping protection, we will not be liable for lost packages, including packages that are confirmed delivered by the carrier, but not received.
• Packages will not be reshipped, nor refunds given in the event that packages are lost or damaged during transit, and no insurance was purchased.
• We reserve the right to classify your package as delayed if there is reason to believe that the package would be arriving shortly.
• We reserve the right to deny claims due to insurance fraud, and/or abuse.
• Shipping protection is non-refundable.
• Shipping protection cannot be canceled after an order has shipped.
• If your order was dispatched in multiple shipments, they will be assessed individually.