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?

No. Loss or damage resulting from shipping delays is not covered.

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.

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

If tracking shows no movement for an extended period and the package is significantly past the estimated delivery date, it may be considered lost, and you may file a claim for loss.

Only part of my order arrived.

If items are missing and there are visible signs of tampering, you may file a claim for shortage. Otherwise, please contact the merchant first, as the issue may be related to order fulfillment.

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

Please allow time and conduct a thorough search. Carriers may mark packages as delivered prematurely, leave them in a secure location, or deliver them to a neighbor. If the package cannot be located after a reasonable waiting period and search, you may file a claim for theft after delivery. Please notify both the carrier and SureCircle in a timely manner.

When should I file a claim?

File immediate notice of non-delivery, damage, or shortage with the carrier and with SureCircle, after a reasonable waiting period and a thorough search have been completed.

How do I file a claim?

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

What is the deadline to file a claim?

The claim form and all required documentation must be submitted within 120 calendar days from the order shipment date.

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 insurance premium be refunded as part of a claim?

No. The insurance premium paid 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.