Customer Support Center

What does SureCircle cover?

SureCircle provides coverage for eligible packages that experience physical loss, damage, or shortage caused by an external event while in transit with a commercial carrier. Coverage also includes theft after delivery, when a package is stolen outside a residence or business after the carrier has marked it as delivered. Coverage is subject to the specific terms and conditions outlined in the SureCircle shipping protection agreement.

Are shipping delays covered?

There is no "delay" concept under our protection plans. Our coverage focuses exclusively on Loss and Damage rather than transit time. A shipment is only eligible for a loss claim once it meets the specific waiting periods (20 days for Domestic / 40 days for International) or is marked as "Delivered" but not received. Please refer to the Claims FAQ below for specific guidance on eligibility.

When does the protection start and end?

Coverage begins once the package is accepted and in transit with the carrier. Protection for theft after delivery continues until the earlier of:

• 10 days from the date the carrier marks the package as delivered, or
• The time when the residence or business takes possession of the package.

Coverage does not apply if a shipping label is printed but the package is never scanned by the carrier as accepted.

What if I entered the wrong shipping address?

Loss or damage caused by an incorrectly addressed package is not covered. If the package has not yet shipped, please contact the merchant to update the address. If the package has already shipped, contact the carrier to request a possible redirect.

Do I need to use signature confirmation?

If a package requires a signature confirmation or signature-required service and is not shipped using that service, it is not covered.

Can I cancel my SureCircle protection?

Yes. You may cancel coverage up to the date that you provide your package to the carrier for shipment. If cancellation is successful, you will receive a full refund of the premium paid. Once the package has been provided to the carrier, coverage cannot be canceled, and refunds are no longer available.

What if I am found ineligible for coverage?

We reserve the right to restrict or prohibit the purchase of coverage for reasons including, but not limited to, fraud, misrepresentation, failure to comply with coverage rules, abusive behavior, or adverse loss history.

Where can I find the full legal requirements for filing?

Please carefully review the "CLAIM REQUIREMENTS" section in our shipping protection agreement.

My package has not moved in tracking. Is it lost?

If your tracking shows no movement, a loss claim can be filed once a specific waiting period has passed from the date of shipment:

• Domestic (US): 20 calendar days.
• International: 40 calendar days.

Only part of my order arrived or items are damaged.

If you discover a shortage or damage upon delivery, you may file a claim for shortage or damage.

• Concealed Damage: You must report any damage discovered after delivery within fifteen (15) calendar days. Claims filed 16 days or later after delivery will be denied.
• Requirement: You must keep all original packaging and the damaged goods. Do not dispose of them or return them to the carrier until the claim is complete, as photographs and inspections are required.

My tracking says "Delivered," but I did not receive the package.

Please conduct a thorough search of your property and check with neighbors. If the package cannot be located:

• Within 20 days (Domestic) or 40 days (International): You may file a loss claim immediately after your search is complete.
• Important: You must provide notice of non-delivery to both the carrier and SureCircle as soon as possible.

When should I file a claim?

You should file as soon as the eligibility windows open (e.g., immediately for "Delivered" status or after 20/40 days for non-delivery). All claims, including all supporting documents, must be received by SureCircle within 120 calendar days of the shipment date.

How do I file a claim?

Please visit the claims portal and follow the step-by-step instructions provided.

What happens after my claim is submitted?

Once your claim is submitted, our team reviews it for compliance with coverage rules. If additional information is required, we will contact you by email. If complete, the claim will be forwarded to the insurer. You will be notified by email of one of the following outcomes:

• Approval, with refund payment issued promptly
• A request for additional documentation, such as photos or, in some cases, a police report
• Denial

What is SureCircle's response time?

We aim to respond to all inquiries within 24 hours on business days and 48-72 hours during holidays.

Will the Total Protection Price be refunded as part of a claim?

No. The Total Protection Price consists of the premium from the insurer and the SureCircle Platform & Service Fee; this total amount is not refundable as part of a claim settlement.

Can I cancel my claim?

Yes. If your package or missing items are later found before a claim payment is issued, please notify us immediately so the claim can be cancelled. If a claim payment has already been made and it is later determined that the carrier delivered the package and no loss occurred to you, you agree to reimburse us for the claim amount upon request.

How do I check the status of my claim?

You may check your claim status by logging into the claims portal or by contacting our support team at support@surecircle.net.