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Shipping Protection Policy

RVLock & CO, LLC — Shipping Guarantee Policy

1. Service Overview

The RVLock Shipping Guarantee is an optional service available to customers at checkout. For an adjustable fee, set at RVLock & CO, LLC’s ("RVLock," "we," or "us") sole discretion, dependent upon total order value (the “Shipping Guarantee fee”), which guarantees that the purchased items will be successfully delivered to the shipping address provided by the customer ("you") at the time of purchase.

2. Nature of Service

This service is a delivery guarantee and not an insurance policy. It does not provide coverage, indemnity, or protection against risk of loss. By selecting this service, you enter into a contractual arrangement under which RVLock assumes responsibility for the successful arrival of your package in acceptable condition. This guarantee is separate from and in addition to any warranties applicable to the product itself. 

3. Covered Events

The Shipping Guarantee applies when an order meeting the eligibility requirements in Section 5 experiences any of the following:

  • Lost in Transit: The package is confirmed lost by the carrier and does not arrive at the designated shipping address.

  • Stolen After Delivery: The package is marked as delivered by the carrier but was not received by the customer (commonly referred to as "porch piracy").

  • Damaged in Shipping: The product arrives with physical damage attributable to the shipping process, including but not limited to crushed packaging, broken components, or units that are inoperable on arrival due to transit damage.

4. Resolution Options

Upon verification of a covered event, RVLock will provide, at its sole discretion, one of the following resolutions:

  • Full Replacement: RVLock will ship a replacement of the affected item(s) at no additional cost. For products requiring troubleshooting before a replacement determination is made (including the V4, Compact, Trek, Atlas, Charter, and Baggage Handle product lines), RVLock's support team will first follow standard diagnostic procedures to confirm that the issue is attributable to shipping damage rather than a product defect covered under a separate warranty.

  • Full Refund: RVLock will refund the full order amount to the original payment method.

The choice between replacement and refund is at RVLock's sole discretion, though customer preference will be considered where operationally feasible.

5. Eligibility and Conditions

  • Opt-In Required: This guarantee applies only to orders for which the Shipping Guarantee fee was paid at checkout. The guarantee cannot be purchased after an order has been placed.

  • Single-Order Coverage: Each Shipping Guarantee fee covers one order. Orders containing multiple items are fully covered under a single fee.

  • Shipping Address Accuracy: The guarantee is valid only when the shipping address provided at checkout is complete and accurate. RVLock is not responsible for non-delivery resulting from an incorrect or incomplete address supplied by the customer.

6. Reporting and Documentation Requirements

  • Reporting Window: Any claim under this guarantee must be submitted to the RVLock support team within 30 calendar days of the stated delivery date or, if no delivery date is provided, within 30 calendar days of the close of the estimated delivery window.

  • How to File a Claim: Claims may be submitted by contacting RVLock customer support at support@rvlock.com.

  • Supporting Documentation: RVLock reserves the right to request reasonable documentation to verify the claim, which may include:

    • Photographs of damaged packaging or product

    • A screenshot or copy of the carrier's delivery confirmation or tracking status

    • A police report or incident report, where applicable (e.g., package theft)

    • Physical delivery of the allegedly “damaged” product prior to the issuance of any refund or shipping of parts

  • Cooperation: The customer agrees to cooperate in good faith with RVLock's investigation of any claim, including providing requested documentation within a reasonable timeframe.

  • Fraud: If you make any materially false or misleading statement in connection with a claim under this Guarantee, RVLock, at its sole discretion, may deny the claim and retain all amounts paid in connection with the order, including the Shipping Guarantee fee. If RVLock determines that you have (1) submitted one or more fraudulent claims, (2) engaged in the claims process in bad faith, or (3) engaged in any pattern of conduct that reasonably indicates dishonesty, RVLock may deny any pending or future claims and, at its sole discretion, disqualify you from purchasing the Shipping Guarantee on future orders. 

7. Exclusions

This Shipping Guarantee does not apply to:

  • Delays in delivery caused by carrier service disruptions, including weather events, natural disasters, labor actions, or public health emergencies, so long as the package is ultimately delivered.

  • Packages held, seized, or delayed by customs or other governmental authorities.

  • Non-delivery or misdelivery caused by an incorrect, incomplete, or undeliverable shipping address provided by the customer.

  • Orders shipped to freight forwarding services or third-party reshipping addresses.

  • Damage caused by the customer after delivery has been completed.

  • Claims submitted after the 30-day reporting window has closed.

  • Product defects or malfunctions unrelated to shipping damage, which are addressed separately under RVLock's standard product warranty.

8. Limitation of Liability

RVLock's total liability under this Shipping Guarantee is limited to the lesser of (a) the original purchase price of the affected order (inclusive of tax and shipping charges) or (b) the cost of replacing the affected item(s). In no event will RVLock be liable for indirect, incidental, special, or consequential damages arising from any claim under this guarantee.

9. Relationship to Product Warranty

This Shipping Guarantee is separate from any product warranty offered by RVLock. Product defects, mechanical failures, or performance issues that are not caused by shipping damage are governed by the applicable product warranty and RVLock's standard replacement workflow, not this guarantee.

10. Modifications

RVLock reserves the right to modify, suspend, or discontinue this Shipping Guarantee at any time. Any changes will apply to orders placed after the effective date of the modification and will not affect orders already covered under the prior terms.

11. Governing Law

This Shipping Guarantee and any disputes arising from it will be governed by the laws of the State of Utah, without regard to conflict of laws principles.

12. Contact Information

For questions about this policy or to submit a claim, contact:

RVLock & CO, LLC at support@rvlock.com