Welcome to our package insurance page. This page reviews the claim process in detail and goes over what information is needed to submit your claim. The claims process is simple and straight forward. As long as all the required information needed to submit your claim is in hand, we typically get resolution on claims within 5 business days. Once the claim is approved, we will send out a replacement (as ordered) at no additional cost to you!
To get the claim rolling, first make sure your claim fits the criteria below. If it does, fill out the form below and attach the required information for underwriting to review. Any questions, feel free to give us a call and we will be happy to assist.
Lost Package
Effective 9/27/24, our insurer has changed the way a "lost" package is handled and paid out. Any package that is "lost in transit" cannot be submitted for reimbursement until 30 calendar days have passed from the last scan update. The reasoning the insurer provided is because they have found too many packages end up being delivered AFTER claims have been paid out. So basically what they have done is adjusted the filing window to give adequate time for packages to be delivered.
We understand this is not ideal, but we cannot absorb the replacement costs of these bats. If you do not want to wait the 30 days, a 2nd order will need to be placed if you would like to receive another package before the time window has passed. If you reorder a bat AND the original order ends up delivering, we will refund back one of your orders as long as one of the bats is returned back to us in the same exact condition it was shipped to you in. If the bat is used, wrappers removed, anything as such where it is not in the same condition it left this shop, a refund will not be granted. Again, we apologize about the inconvenience, but will try our best to make sure you are taking care of
Damaged Items
"Damage" is defined as non-repairable structural or severe damage that inhibits use and / or an umpire would not approve of its use in a game. Examples would be broken end caps, broken handles, broken knobs, deep gouges where exposed carbon fiber from the shell is exposed, cracks, etc. Minor scuffs, knicks or scratches that are cosemtic and non=structural are NOT covered by the insurance. Dislodged end caps that can be repaired are also not covered under the insurance
If the above applies to you, please attach the following:
- a picture of the box showing the damage
- a picture of the box showing the shipping label with the flaps in the same picture
- a picture of the product showing the damage
Damaged claims must be filed within 3 business days of receiving the package. All packaging must be kept and photographed with the claim submission. If the packaging is discarded, the claim will be rejected by the insurance carriers and denied
Before the replacement product is sent out, all damaged products will need to be returned back to us for disposal. We will send you a return label for the bat(s) once the claim is approved. The replacment shipment will be withheld until the damaged products have been returned and verified by us.
Delivered Package but not received
This scenario is when your package shows a delivery scan, yet it is not "received". For these cases, there will be a few extra steps in process before a claim can be submitted.
1) A tracer with the carrier will need to be opened. The customer can open a tracer request directly through the tracking page with the carrier.
2) The carrier will determine where the delivery scan took place by looking up the GPS coordinates of the delivery scan itself.
3) From there, if the tracer comes back and shows a different location where the package was delivered AND the carrier cannot retrieve the package, a claim can be submitted for replacement.
If the tracer comes back and shows the package was delivered to your location, a claim CANNOT be submitted as the package was successfully delivered. Porch piracy and theft is not covered
4) The carrier tracer email resolution will need to be provided to us to forward to the insurer with the outcome showing an incorrect delivery and unsuccessful retrieval. The email has an attachment which can be downloaded and forwarded.
Mail in service bats
If your package contained bat(s) sent in for service, the package insurance you paid at checkout was on the amount of the services, not the product value itself. Our insurer only covers the value on the invoice, which does NOT include the value of your bat. At this time, we do not have any options for reimbursement of the product itself. The only way for you to protect your package at the full value is to provide us with the dollar amount you paid for the bat(s) being sent back. This information will be needed upfront before the shipping label is created