Safonia FAQs LAST UPDATED: 11/25/2025

What does Safonia cover?

Safonia provides coverage for shipments that are lost in transit, stolen after delivery (the carrier shows “Delivered” but you did not receive the package), or damaged in transit (including, without limitation, dented cartons, crushed or torn packaging, punctures, or other visible carrier-related damage).

Are shipping delays covered?

No. Delays caused by shipping delays by the carrier, weather, retailers, or peak-volume backlogs are not eligible for reimbursement under our coverage.


Lost or Stolen Packages


Can I file a claim if my package is still in transit but hasn’t shown up?

If your package hasn’t arrived 10 days after the carrier’s expected delivery date (with no delivery scan), you can report it as lost starting on day 11. You have up to 30 days from the carrier’s expected delivery date to file your claim.

Tracking says “delivered,” but I didn’t get it. What should I do?

If your package hasn’t arrived 10 days after the tracking says “delivered”, you can report it as lost starting on day 11. You have up to 30 days from the carrier’s expected delivery date to file your claim.


Damaged Packages


My item arrived damaged. How long do I have to report it?

Within 5 days of delivery.


Filing a Claim


How do I start a claim?

  • Use the “Start a claim” link in your Safonia email. Fill in the details and send - claims are reviewed once we have everything needed.
  • Call Safonia: 800-693-5985
  • Email: support@safonia.ai

How long do claims take?

Most claims are reviewed within two business days after all requested details are received.

What information do I need to include?

Your order number, the affected item(s), photos if damaged, and a short description of what happened.

What happens if my claim is approved?

We follow a repair, refund and replacement approach:

  • Refund: We refund the item price (excludes Safonia protection fee).
  • Replacement/Reorder: We cover shipping and taxes on the replacement order.
  • Repair: For minor cosmetic issues (like scratches or dents), we arrange and pay for professional repairs and contact you to schedule the service. Structural, electrical or other non‑cosmetic damage is not eligible for repair.

Can I cancel Safonia or get the protection fee refunded?

You can cancel and get the Safonia fee refunded if the order hasn’t shipped yet. Once the order ships, the protection is active and the fee cannot be refunded.


Where is Safonia Available


Safonia can be added to most orders shipping within the United States, but there are a few important limitations:

  • Domestic orders: Safonia currently supports orders shipped to the continental United States plus the District of Columbia. For standard parcel shipments, coverage is available to all 50 states.
  • U.S. territories: Safonia does not typically cover orders shipped to U.S. territories. Coverage will only appear at checkout if the item can ship there under the merchant’s standard parcel policies; large freight shipments are not eligible.
  • Freight (LTL) shipments: Large or heavy items that require less‑than‑truckload (LTL) freight services can only be delivered within the continental U.S. Safonia will not be available for LTL orders shipping to addresses outside that region.
  • Military addresses: Safonia works with customers to accommodate shipments to U.S. military bases overseas when the carrier allows. Items under 70 lb can typically be shipped to these addresses. Because carrier weight limits and policies are subject to change, some items may not qualify.
  • New York state: Due to state‑specific requirements, Safonia is not eligible for New York residents, as defined through the user's IP address. We hope to expand coverage there in the future.


If Safonia is not offered for your address at checkout, it may be due to these geographic or carrier restrictions.

Evidence for Claims


What evidence helps my damages claim?

  • For damage: clear photos of the item and outer packaging.
  • For lost/stolen: any available delivery or tracking details (we’ll let you know if we need anything else).


Coverage Exclusions


What situations does  Safonia not cover?

Safonia does not cover certain situations, including:

  • Items never shipped;
  • Items sent to the incorrect address (if provided incorrectly by the customer)
  • Wrong items, incorrect sizes, or manufacturing defects
  • Damage unrelated to shipping, such as natural wear, or damage caused by pets
  • Situations outside anyone’s control, including natural disasters, wars, terrorism
  • Fraud

If you have any issues related to the above, please contact the merchant with whom you placed the order.



Product Eligibility


Are there any items that Safonia won’t protect?

Safonia covers most of the goods you purchase online, but there are a few items and services that aren’t eligible for protection. To keep things simple, our checkout process automatically hides Safonia for any ineligible items. After you check out, your Safonia confirmation email will list only the items that are protected. Examples of things we cannot cover include:

  • Pick‑up, same‑day delivery or experiential purchases Safonia does not cover buy‑online‑pick‑up‑in‑store or same‑day delivery purchases, or virtual gift cards. Since these don’t involve shipping, you won’t see Safonia as an option at checkout.
  • Certain merchandise items that are drop‑shipped from the manufacturer, commercial SKUs and certain brands are excluded. These products will simply not show the Safonia option in your cart.

If you don’t see Safonia offered for a particular item, it means that item is not eligible for protection. Those items are still covered by the merchant’s standard return and refund policies



Product Cost Information


How much does Safonia cost?

Safonia costs a small percentage of your order’s subtotal (the cost of the order before shipping and taxes). The exact cost is shown at checkout before you complete your purchase. There are no hidden fees or monthly charges.



Wrong Items Received


What happens if I receive the wrong item?

Safonia does not cover misshipments by the merchant. If you received an  incorrect item, size, or color, please contact the merchant with whom you placed your order.



Manufacturing Defects


Does Safonia cover manufacturing defects?

No, Safonia does not cover manufacturing defects or quality issues that existed before shipping. Please contact the merchant with whom you placed the order if you have any concerns.



Address Issues


What happens if my package is delivered to the wrong address?

If you provided an incorrect shipping address, Safonia does not cover reshipment costs. However, if the carrier delivered to a different address than what you provided, this may be covered as a lost package. File a claim through your Safonia account within 30 days of the expected delivery date.



Natural Disasters/Wars


Does Safonia cover delays or losses due to natural disasters?

Safonia does not cover shipping delays, losses, or damage caused by natural disasters, severe weather, acts of terrorism, wars, or other extraordinary circumstances beyond carrier control. These are considered force majeure events excluded from coverage.



CashBack/Rewards


Does Safonia offer any rewards or cashback?

Safonia itself does not provide cashback or rewards. Our focus is on shipping protection coverage. However, if the merchant offers a rewards or loyalty program, you may still be eligible to earn points or benefits on your Safonia purchase, just like with any other item. Please check with your merchant for details on their available rewards or promotions.



Free Returns


Does Safonia cover return shipping costs?

Safonia does not cover return shipping fees for standard returns or exchanges. However, if your item arrives damaged or is lost in transit and is covered by Safonia, we will provide a full refund including the original shipping costs—so no return shipping is needed. Please note that the cost of the shipping insurance itself is non-refundable once a claim has been redeemed.



Subscription Orders


How does Safonia work with subscription or recurring orders?

Safonia protection can be added to each individual shipment at checkout. Protection applies only to that specific shipment and must be selected for each delivery. Safonia does not automatically renew with each recurring order.



Satisfaction Guarantee


What if I'm not satisfied with my Safonia experience?

If  you're not satisfied with Safonia's claims process or service, please contact us at support@safonia.ai within 30 days. For approved claims, we guarantee resolution within 48 hours. If Safonia doesn't resolve your shipping issue as promised, we'll provide additional compensation on a case-by-case basis.



Claims & Resolution Process


What happens after I file a claim?

When you submit a claim through Safonia, our specialists review the details and photos you provide to determine the best possible solution based on your coverage and the nature of the claim.

  • You will receive a status update within two business days of submitting your claim. (Weekend and holiday submissions may take longer.)
  • During this window, our team will approve or deny your claim and let you know whether a replacement, repair or refund is the right path. If we need more information or clearer images to make a decision, we will reach out.

What outcomes are available?

Safonia offers three types of resolutions, depending on the condition of your product:

  • Refunds – Full refunds are available when your item has structural damage and cannot be repaired or replaced. Partial compensation may be offered for surface‑level damage. Refunds are generally reserved for situations where a replacement is unavailable, including for Vintage items. Refund approvals are typically decided within 5 business days after receiving all required information. Once a refund is issued, the time for the fund to appear in your account depends on your bank or card issuer’s processing times.
  • Replacements – If your item is eligible for replacement, we will coordinate with the merchant to send you a new item or replacement parts. We prioritise your preferred outcome and then weigh product availability, the severity of the damage and your preferences to determine the most appropriate resolution. Electric or electronic items (like lamps) will be replaced rather than repaired. Replacement decisions are typically made within 5 business days after receiving all required information. Once approved, replacement orders usually ship within 1–3 business days when the item is in stock. Tracking information will be emailed as soon as it becomes available. For drop‑shipped or specialty items, shipping times may reflect the estimated delivery date shown on the merchant’s website, and in rare cases could extend to several weeks.
  • Repairs– Only minor cosmetic issues (such as scratches, dents or finish imperfections) are eligible for repair. Depending on the merchant and product, repairs may be arranged through certified technicians for on‑site or off‑site service, Repairs are not offered for electrical issues, wallpaper or wallcoverings, artwork, broken glass or porcelain, vintage items or any structural damage. Repair approvals are typically made within 5 business days after receiving all required information. For approved cosmetic repairs, we primarily communicate via email to provide detailed information and ensure consistent follow-up; if you prefer a phone call, we’re happy to reach out by phone to schedule the service.

What if I haven't heard back by the review period?

If you haven’t received an update within two business days, please check your email’s spam folder in case our message was misdirected. Please confirm that you have provided all required documentation and photos, as missing information can delay processing. You can contact Safonia customer support with your claim number if you still need assistance. Response times may be longer on weekends or holidays.



Damage Definition & Coverage


How does Safonia define “damage”?

Under Safonia’s protection, “damage” refers to any physical harm sustained to an item during transit that results in it not arriving in the same condition as when it was originally shipped. This includes, but is not limited to, breakage, dents, cracks, tears, or other material damages caused in transit. It does not include ordinary wear and tear or damaged caused only to the packaging without damaging the shipped item(s).



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