Shipping Protection
At Peach State Candle Supply, we know how frustrating it is when a package doesn't arrive — or shows up damaged — especially when you're on deadline for a drop, a wholesale order, or a customer's candle. Shipping Protection is an optional service added at checkout that lets us make things right quickly, without making you chase the carrier.
Last updated: April 2026
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1–2
business day response
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30
day claim window
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$0.75
starts at — per order
|
$100
free carrier coverage if you decline
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what's covered.
When you add Shipping Protection at checkout, your order is covered against three specific situations:
|
📦
Lost in transitPackages not scanned as delivered within 7 business days of the carrier's estimated delivery date (domestic) or 21 days (international). |
🏠
Stolen / porch-piratedPackages marked "delivered" by the carrier but never received. Claims over $100 require a police report number. |
💔
Damaged in transitItems that arrive broken, cracked, leaking, or otherwise unusable due to carrier mishandling. Photo documentation required. |
Coverage is limited to your cart value at the time of purchase. The Shipping Protection fee itself is non-refundable once the order has shipped.
how to file a claim.
If you purchased Shipping Protection at checkout, here's the three-step process.
|
1
Email us within 30 daysSend an email to support@peachstatecandlesupply.com with subject line "SHIPPING CLAIM – Order #XXXX" within 30 days of the carrier's delivery or expected-delivery date. |
2
Include the right docsOrder number, issue type, and the documentation listed below. Missing docs = we can't process the claim. |
3
We respond in 1–2 daysMost claims are resolved by reshipping the affected items at no cost — that's our default. Store credit or refund are also options. |
What to include in your email
- Your order number
- The type of issue: lost, stolen, or damaged
-
For damaged claims: three photos —
- The shipping box exterior with the carrier label visible
- The interior packaging / padding
- The damaged item itself
- For stolen claims over $100: a police report number from your local jurisdiction
- For "delivered but not received": we hold these claims for 48 hours from the delivery scan — carriers occasionally mark packages delivered up to two days early
How we resolve approved claims
At our discretion, approved claims are resolved one of three ways:
- Reship the lost or damaged items at no cost — fastest, and our default
- Store credit equal to the product value (if the item is temporarily out of stock)
- Refund of the product value to your original payment method
with vs. without protection.
Here's exactly what happens when something goes wrong, depending on whether you added Shipping Protection at checkout.
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Protection purchased
We handle it.
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Protection declined
You file with the carrier.
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Standard free carrier coverage
If you decline Shipping Protection, your package is covered only by the carrier's default liability. These amounts vary by service level.
| Carrier / Service | Default Coverage | File a Claim |
|---|---|---|
| UPS Ground | Up to $100 declared value | ups.com/claims → |
| USPS Priority Mail | Up to $100 included | usps.com/claims → |
| USPS Ground Advantage | Up to $100 included | usps.com/claims → |
| FedEx Ground | Up to $100 declared value | fedex.com/claims → |
Note: Carriers pay claim settlements to the shipper of record (us). If a carrier approves and pays a claim, we forward the full approved amount to you as store credit or a refund, typically within 5 business days of receiving the payment. Peach State Candle Supply is not responsible for carrier-denied claims on orders without Shipping Protection.
what's not covered.
Whether or not you purchased Shipping Protection, these situations are not covered:
- Incorrect shipping address entered at checkout — please double-check before placing the order
- Packages refused, returned to sender, or forwarded
- Fragrance oils or wax exposed to extreme heat or cold after confirmed delivery
- Leakage, seepage, or natural separation of fragrance oils inspected more than 30 days after delivery — please inspect FOs within 30 days
- Dye, wick, or wax performance issues unrelated to shipping (see our standard Return Policy)
- Orders flagged for suspected fraud
- Changes of mind, ordering the wrong item or scent, or fit/usage concerns
timeframes at a glance.
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7 days
before filing a domestic lost-package claim (21 days international)
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48 hrs
we hold "delivered but not received" claims before opening
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30 days
window to file any claim from delivery/expected-delivery date
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3–7 days
typical delivery time for an approved reshipment
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limits and fair-use.
Peach State offers Shipping Protection in good faith to resolve real shipping issues quickly for real customers. To keep premiums low and the program sustainable, we reserve the right, at our sole discretion, to:
- Deny claims where the documentation requirements above are not met
- Deny claims filed more than 30 days after delivery or expected delivery
- Require signature confirmation on future orders following any approved claim
- Decline to sell Shipping Protection to customers whose claim history exceeds typical carrier loss rates
- Refer suspected fraudulent claims to the carrier, payment processor, or law enforcement
This section is not intended to discourage legitimate claims. If you have any question about whether your situation is covered, email us first — we'd rather have the conversation up front than deny a claim you're entitled to.
questions? we're real people.
We're a family-owned supply business in Georgia. If you're unsure about whether your claim qualifies, just ask — we'd rather start the conversation than leave you guessing.
Email support@peachstatecandlesupply.com
