Lost Items Policies
Packages presumed to be lost
Estimated Delivery Date
- After 48 hours has passed from an estimated delivery date given from the carrier, and no delivery or update has been made, Nibble and Rest will consider the order to be "lost" and assist with next steps. Please email email@example.com to lodge a claim.
Invalid address or delivery barriers
- Sometimes carriers cannot deliver the customer’s package due to an invalid address or other unexpected delivery barriers. At this point, the carrier might return the package to Nibble and Rest. The customer’s package is not actually lost, thus DPI does not cover this. In instances where the item is being returned to the sender and is reusable, customers will need to pay shipping costs for "re-delivery".
Only part of the order delivered
- If the customer ordered several items in one package but only part of the order arrived and there is no evidence of tampering, DPI does not cover the order issue.
- If a single order is being shipped in multiple packages and one package does not arrive, DPI will cover the order issue and reorder the goods for delivery.
- If Nibble and Rest forgets to ship an item from the customer’s order, the customer needs to reach out to Nibble and Rest to have the missing items fulfilled.
Packages labeled "return to sender"
DPI does not cover packages labeled return to sender because the order has been sent back to Nibble and Rest. Items are returned to sender when a customer provides an invalid or undeliverable address or refuses a delivery.
At our discretion, DPI may cover the order issue if the returned item if Nibble and Rest is unable to reuse it.*
- DPI covers the customer’s order if the package gets lost in-transit back to the sender.*
*Please note: DPI timeframes for filing apply.
Order marked as unfulfilled or unshipped
If the customer’s order is marked as unfulfilled or unshipped, the order hasn’t been fulfilled yet by the Nibble and Rest (as could be low on inventory of the items, internal delays with the fulfillment center, etc.).
- DPI is not yet in action because the order has not yet shipped.
Order issue filed too soon
- If the customer is filing an order issue the same day that the package was marked as delivered, at our discretion DPI may ask you to wait 5 days. Carriers (Sendle, Aramax, Aus Post, etc.) sometimes prematurely mark the package as delivered when it’s still in transit.
Stolen Items Policies
Delivered but Missing Package
- Order issues for packages marked "delivered" yet not received are considered stolen, and must be filed 5 days after “delivery date” but no longer than 15 days to ensure it was not mis-delivered or easily found around the premises.
Filing an Online Notarized Incident Statement
- At our discretion, DPI may require an online Policelink Incident Statement when the customer’s package is marked as delivered. If requested, the customer will be given clear steps to complete this requirement via the claims filing process.
Filing a Police Report
- At our discretion, DPI may require a police report or in-person notarised statement (signed by a Justice of The Peace) form when the customer’s package is marked as delivered.
- If requested, the customer will file the police report/notarised form and include an explanation that DPI was chosen via Nibble and Rest, and we have protected the customer’s package that has been stolen. To process the order issue with DPI, Nibble and Rest is requiring a police report/notarised form be sent to "firstname.lastname@example.org".
- Send DPI the police report PDF & number in the order issue (if a notarised statement was requested, send over a screenshot and details of the notary form signed by a notary public).
- Upon request, DPI may require additional documentation such as proof of identity, a notarised statement, address, etc.
Note: Depending upon the jurisdiction, a false police report may be charged as a misdemeanor or a felony.
Delivered to wrong address
- If the customer input the correct address at checkout and the package was delivered to the wrong address, DPI considers this as stolen and the order will be replaced.
Damaged Items Policies
Damaged Item Arrived
- Order Issues for damaged orders must be filed within 15 days of the delivery date.
If the customer received a broken item and needs to dispose of it (i.e. shattered glass), the customer needs to check their city ordinances and dispose of it properly.
- The customer does not need to ship it back to the retailer (unless the retailer indicates otherwise).
A damaged item is considered to be a broken product that is unusable, clearly fractured, shattered, bent (if not bendable), crushed, poses a danger to user, etc.
DPI does not cover cosmetic damage (scratches, dents, etc.), manufacturing damages, packaging errors, or unsealed items.
- DPI requires further evidence of the customer’s damaged item (i.e. more photos, videos, etc.), please send these to "email@example.com".
Out of stock
- If inventory on a claimed item is out of stock, we can offer an in-store credit or a replacement item. The customer can always use the in-store credit to order the item when it’s back in stock.
Input wrong address
If the customer entered the wrong address at the time of order, DPI does not cover this.
- The customer needs to reach out to Nibble and Rest immediately to remedy the incorrect address.
If the customer is unsatisfied with their product, DPI is not a product replacement plan and the order issue cannot be approved.
- The customer needs to reach out to Nibble and Rest for a standard return please see returns policy.
Too late to file
DPI can action an order issue that is filed within the bounds of our domestic timeline policy. If an order issue is filed outside of this timeline, DPI will deny the order issue according to these policies:
- Order issues for packages marked "delivered" yet not received and where there is no evidence of “theft” must be made 5 days after “delivery date” but no longer than 15 days to ensure it was not mis-delivered or easily found around the premises."
- Order issues for packages presumed to be lost by the carrier (where the status is not "delivered") must be filed no sooner than 7 days after the scheduled delivery date for Australian domestic shipments and within 30 days from the last scan.
Expedited shipping hasn't arrived
- If the customer’s package is delayed for whatever reason, DPI will not cover it.
Carriers update their website with expected delays due to inclement weather or other barriers to expected delivery.
- If the customer paid for expedited shipping but the package arrives outside of the expected window, DPI will not cover it, but you may be able to lodge a claim independantly with the carier directly.
Payment installment companies
For payment installments (Sezzle, Afterpay, Humm etc.), it is the customer’s responsibility to pay the payment installment company directly.
Package in Pre-Shipment
- DPI reserves the right to deny order issues where package tracking is marked as "pre-shipment" (has not been send yet).
Closed order issues
- If a customer does not respond within 5 days, DPI will automatically close the order issues. Customers can open the order issues back up by responding to the original email thread.
Customer didn't want DPI
If the customer’s package has not shipped, the DPI inusrance can be refunded.
- If the item has shipped, DPI is already protecting the package and cannot refund the customer.