If you’ve purchased package protection and need to make a claim, head here to File a Claim

Guide Package Protection will be available to add once you reach Checkout. Once it is added, it will appear at checkout as a product before your order is placed.

Guide Package Protection covers lost, damaged, stolen packages.

 If your parcel hasn't had an updated tracking scan in 5 days, it’s considered lost in transit, and you can make a claim.

File a claim as normal here and Guide will go ahead and process your claim.

If your order is in transit, we are unable to refund Guide Package protection. 

30 – 45 days depending on the claim type. This is from the date you placed your order.