DoDoWish Shipping Protection Policy

1. Overview

DoDoWish Shipping Protection is an optional paid service selected at checkout. It provides additional protection for eligible package loss, theft, and transit damage.

Coverage includes eligible incidents during transit and packages marked as delivered but not received or subsequently confirmed stolen, subject to the claim deadlines below. Coverage does not automatically expire 30 days after dispatch.

Approved claims receive one free remake and replacement shipment of the affected item(s), at no additional charge.

This service is administered directly by DoDoWish. It is not an insurance policy issued by an insurance company and is separate from any coverage provided by the shipping carrier.

2. What Is Covered

Shipping Protection applies to orders for which the service was purchased and covers:

  • Lost in transit: Your package has not arrived and is confirmed lost, or remains undelivered after the investigation and waiting period described below.

  • Marked as delivered but not received: Tracking shows delivery, but you cannot locate the package after checking the delivery location and available carrier information.

  • Theft after delivery: Your package was delivered and subsequently stolen, with supporting evidence.

  • Transit damage: Your item arrives with physical damage affecting its structure or usability.

A tracking delay alone does not automatically confirm that a package is lost. We will review the shipment status and available carrier information.

3. Claim Deadlines

Packages that have not been delivered

Contact us as soon as your package is overdue.

Unless the carrier confirms the loss earlier, please allow 15 business days after the expected delivery date for the package to arrive and for the carrier investigation.

Submit your claim within 30 calendar days after this waiting period ends. You may report the issue earlier; you do not need to wait before contacting us.

For this purpose, the expected delivery date is the latest date in the delivery estimate supplied for your shipment. If no estimate was provided, contact us so we can confirm the applicable date in writing.

Packages marked as delivered but not received, or stolen after delivery

Submit your claim within 30 calendar days of the carrier’s recorded delivery date.

Before submitting, please check with household members, your building reception or mailroom, and any safe delivery locations.

Transit damage

Submit your claim within 30 calendar days of delivery.

Please report damage as soon as you notice it and retain the item and packaging while we review your claim.

A claim submitted on time will not become ineligible solely because our review or the carrier’s investigation continues beyond the deadline.

4. How to File a Claim

Email support@dodowish.com with the subject line:

Shipping Protection Claim – [Your Order Number]

Please include:

  • Your order number and tracking number, if available.

  • A description of what happened.

  • For damage, clear photos of the damaged item and, if available, the packaging and shipping label.

  • For a missing or stolen package, any available delivery photos, carrier correspondence, or other supporting evidence.

A police report is not automatically required for every missing-package claim. For suspected theft, we may request a police report or other supporting documentation where appropriate and will explain what is needed.

We may contact you for additional information or ask you to assist with a carrier investigation.

Once your claim is approved, we will arrange a free remake and replacement shipment of the affected item(s). Production and delivery take time; we will provide the applicable estimates when arranging your replacement.

5. What Is Not Covered

Shipping Protection does not cover:

  • Loss or failed delivery caused by an incorrect or incomplete shipping address supplied by the customer.

  • Normal variations in color, texture, or fine details inherent to custom 3D printing.

  • Minor cosmetic imperfections that do not affect the item’s structure or function.

  • Customs delays or packages still being held by customs; these do not, by themselves, qualify as package loss.

  • Damage caused after delivery by use, accidents, improper handling, or improper storage.

  • Claims submitted after the applicable deadline in Section 3.

These exclusions apply to Shipping Protection only. They do not determine whether an issue qualifies for assistance under our Refund & Return Policy, Warranty Policy, or applicable consumer law.

6. Resolution & Relationship to Other Policies

Shipping Protection provides one replacement shipment per original order for approved claims. It does not provide duplicate compensation for the same item and incident.

Shipping Protection is separate from our One-Year Limited Warranty, which covers eligible defects in materials and workmanship.

You do not need to purchase Shipping Protection to receive assistance for an incorrect item, a major manufacturing defect, or transit damage covered by our Refund & Return Policy.

For related assistance, see:

Nothing in this policy limits any rights you may have under applicable consumer law.

7. Fees & Policy Updates

The Shipping Protection fee is non-refundable once your order has been dispatched, except where required by applicable law. If your order is cancelled before dispatch, the Shipping Protection fee will be refunded in full; cancellation fees for the custom item are governed separately by our Refund & Return Policy.

The version of this policy in effect when you placed your order applies to that order. Later updates will not reduce the protection already purchased.

8. Contact Us

Email: support@dodowish.com
Service hours: Monday–Friday, 9:00–19:00 (UTC+8)

Please include your order number in all correspondence so we can locate your shipment and assist you.