Delivery Policy & Shipment Insurance

Delivery Issues and Shipment Insurance

Orders Marked as Delivered But Not Received

If your order shows as "delivered" in the tracking system but you haven't received your package, please take the following steps:

  1. Check thoroughly - Look around your property, check with neighbors, and verify with household members who might have received the package
  2. Wait 24-48 hours - Sometimes packages are marked as delivered before actual delivery
  3. Contact us immediately if the package doesn't arrive within this timeframe

Important: We require a signed Denial of Receipt form for any packages marked as delivered but not received. This must be printed, hand-signed, and photographed before we can process any claims with our shipping carriers.

Shipment Insurance Protection

We strongly recommend purchasing Shipment Insurance with your order to protect against loss, theft, or damage during transit. This optional coverage provides financial protection for your purchase up to $5,000 USD.

Why Choose Shipment Insurance:

  • Protects against lost packages
  • Covers theft during shipment
  • Provides compensation for damaged items
  • Peace of mind for valuable orders

Our Liability Policy

Please note: HTO Apparel is not responsible for packages that are lost, stolen, or damaged during shipment. Once your order is handed over to our shipping carrier and tracking shows "delivered," responsibility transfers to the carrier and customer.

We will NOT replace or refund:

  • Lost packages (unless you purchased shipment insurance)
  • Stolen packages from delivery locations
  • Packages damaged during transit (unless you purchased shipment insurance)
  • Packages delivered to incorrect addresses provided by the customer

Filing Claims

If you purchased shipment insurance and experience issues:

  • Contact us within the carrier's claim timeframe (varies by carrier, typically 10-90 days)
  • Provide photos of damaged items and packaging
  • Complete required documentation promptly

Protect your purchase - add Shipment Insurance at checkout!