Package Protection
Package Protection is an optional, low-cost add-on that covers your order against the three things that can go wrong after it leaves our barn: loss, theft, and damage in transit. Add it at the cart for just $3.98 — and it’s free on every order over $80.
What’s covered
- Lost in transit — tracking stalls and the package never arrives.
- Stolen after delivery — marked delivered but taken from your porch or mailbox.
- Damaged in transit — arrives broken, crushed, or unusable.
How it works
Add Package Protection to your cart before checkout (it’s automatically included free on orders of $80 or more). If something goes wrong, we’ll make it right fast — a free replacement of the same items, or a refund if they’re no longer available. No runaround, no fighting with the carrier.
Filing a claim
Email us at contact@hoovesandpaws.com or call (760) 247-5523 with your order number. Please reach out within 30 days of the delivery date (or the expected delivery date for a package that never arrived). For damaged items, a couple of photos help us turn it around quickly.
What it doesn’t cover
- An incorrect or incomplete shipping address entered at checkout.
- Carrier delays where the package is still moving and expected to arrive.
- Change-of-mind returns — those are covered separately by our 365-day guarantee.
Good to know
Package Protection is optional. Without it, lost, stolen, or damaged shipments are subject to the carrier’s policies, which can be slow and aren’t guaranteed. It’s separate from our free U.S. shipping and our 365-day satisfaction guarantee — think of it as fast, no-hassle peace of mind for the journey from our barn to your door.
Happy Tails, Happy Trails.
