Shipping Protection is an optional add-on for orders shipped within the United States. You choose it in your cart. It costs 5% of your order's product subtotal and is shown as a separate line before you pay.
What it covers
- Lost in transit: the carrier loses your package or it never arrives.
- Stolen: tracking shows delivered, but you never received it.
- Damaged in transit: your order arrives broken or unusable because of shipping.
What we do
We replace the affected items at no cost to you. If a replacement isn't available, we refund what you paid for them.
How to file a claim
Email info@janitori.com or call 1-888-287-3732 within 30 days of delivery (or of the expected delivery date if the package never arrived). Include your order number and, for damage, photos of the item and the packaging.
For equipment delivered by freight truck: inspect it before you sign, note any visible damage on the delivery receipt, and keep the packaging until your claim is settled.
What it doesn't cover
- A wrong or incomplete shipping address entered at checkout.
- Manufacturer defects or normal wear (these fall under the manufacturer's warranty).
- Deliveries refused at the door.
If you cancel your order before it ships, the Shipping Protection fee is refunded with it.