Shipping Protection

The Canapuff Shipping Protection is an optional service that protects your order against issues that may occur during transit, such as loss, theft, or damage. If something goes wrong with your shipment, Shipping Protection allows us to resolve the issue more quickly by offering a replacement or refund according to our policy. It is not an insurance product.

No, Shipping Protection is completely optional. You may choose whether or not to add it during checkout

Lost packages, stolen packages, damage caused during delivery, packages seized by customs* (*please provide official documentation from customs - an e-mail from carrier is not considered official document), packages delivered but not received

Undelivered parcel due to incorrect address provided, change of mind or buyer’s remorse, delays caused by the carrier, normal wear & tear after usage, customs duties, taxes, or standard customs procedures

If your order is marked as delivered but you did not receive it, please check around and with your neighbours, then contact us within the required reporting timeframe. If Shipping Protection was added to your order, we will review the case with priority and offer a replacement or refund if the claim is approved.

Yes, Shipping Protection covers packages that are lost during transit or stolen after delivery, provided the claim meets our eligibility requirements, carrier is not able to provide proof of delivery and the claim is reported on time.

Shipping issues must be reported by contacting our customer support team within the timeframe specified in our policy (usually within a few days of the delivery date or last tracking update). Supporting information, such as photos or confirmation details, may be required.

Depending on the situation and product availability, approved claims may be resolved with either a replacement shipment or a refund. The resolution method is determined at our discretion.

Yes, Shipping Protection is available for international orders. However, it does not cover customs fees, import taxes caused by customs authorities.

If Shipping Protection is not added, we are not responsible for lost, stolen, or damaged shipments once the order has been handed over to the carrier. Any assistance provided in such cases is at our discretion.
You will have the possibility in the Checkout to add it.
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Problem with your order? Write us at support@canapuff.com. We reply within 24 hours.

Mon to Fri, 8:00 to 16:30.