Shipping Protection Policy

Shipping Protection insures your bkr shipment worldwide against loss, damage and theft.  If you deselect shipping protection offered at checkout, bkr is not liable for lost, damaged, or stolen items. Please don’t deselect. Theft and loss are on the rise and it’s out of our control. 

Below is detailed information to understand what lost, stolen, and damaged items Shipping Protection will cover and how to proceed should you need to make a claim.

GENERAL CONDITIONS

The cost to you - to fully protect your package in the event that it is lost, damaged, or stolen - is based on the value of the order. 

When an order issue is reported and resolved, you will have your choice of a reorder or refund depending on in-stock availability. Refunds are based on final product price paid after discounts. Shipping insurance in not refundable. In some cases, shipping protection claims may not be approved if they do not meet the claim criteria.  

REORDERS

Reorder requests are based on product availability, you will receive an order confirmation email with the new order number and receipt of purchase. You will receive another email with tracking information (tracking number, and a link to track via the carrier service (i.e. UPS, USPS, etc.)) once shipped.

REFUNDS

Refunds are based on final product price paid after discounts. Shipping insurance in not refundable..  Refunds are processed to your original form of payment typically within 5-7 business days. 

LIMITS OF LIABILITY 

$2,500 any one package or shipment. 

GEOGRAPHICAL LIMITS

To and from ports and or places in the World to ports and or places in the World with privilege of transshipment by land and/or water; however, shipments to/from Afghanistan, Iran, Iraq, Somalia, Sudan, Haiti, Nigeria, Pakistan, Armenia, Azerbaijan, Belarus, Kazakhstan, Kyrgyzstan, Moldova, Tajikistan, Turkmenistan, Ukraine, Russia and Uzbekistan are excluded entirely.

TRANSIT

Shipping Protection starts once an order leaves the bkr warehouse transit and continues during the ordinary course of transit until transportation terminates at final destination or the customer’s interest ceases, whichever occurs first.

CANCELLATION

If your order has not shipped, we can refund the Shipping Protection fee. If the order has shipped, it is already covered and we are not able to provide a refund. 

CLAIM FILING TIME FRAME(S)

Claims that do not meet the filing time frame will not be covered. 

  • Claims 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 domestic shipments (and 20 days for international shipments), but not later than 30 days from the date the shipment was originally scheduled to be delivered.
  • All other claims for loss or damage should be filed as soon as discovered but in no event later than 60 days from the purchase date.

  • Claims for packages marked by the carrier as “delivered” yet not received by the customer must be filed no sooner than 7 days after the date marked “delivered” and no later than 30 days from the date and time shown by carrier as delivered. bkr reserves the right to require proof of either a copy of a police report showing report of theft or security video recording showing evidence of theft.

SHIPPING PROTECTIONS CAN BE CLAIMED FOR THE FOLLOWING:

PACKAGES PRESUMED TO BE LOST

If your package is presumed to be lost by the carrier (where the status is not "delivered") must be filed no sooner than 7 days after the last tracking update for United States domestic shipments (20 days for international shipments, including Canada) and within 30 days from the last checkpoint.

This includes lost packages that are part of a multiple box shipment if not all boxes are delivered. 

STOLEN PACKAGES

Delivered but missing package

If your package is marked as delivered, but has not yet been received, we ask that you wait 7 days at in many cases it does show up.  Order issues for packages marked "delivered" yet not received are considered by bkr as stolen and must be filed 7 days after “delivery date” but no longer than 30 days to ensure it was not misdelivered or easily found around the premises.

  • On orders over $100, bkr requires evidence of the police report
  • C ustomer files the police report and includes an explanation: bkr has a Shipping Protection policy that has protected the customer’s package that has been stolen. To process the order issue with bkr, bkr is requiring a police report.The customer’s entering of the wrong or incomplete address at the time of order.
  • Send bkr the police report PDF & number in the order issue.

  • Upon request, bkr can require additional documentation (e.g. proof of identity, address, etc.).

Note: Depending upon the jurisdiction, a false police report may be charged as a misdemeanor or a felony

DAMAGED ITEMS

Broken items

If the customer received a broken item and needs to dispose of it (i.e. shattered glass), the customer needs to check their city recycling policies and dispose of it properly. We do not ask you to ship broken glass back to bkr (unless bkr indicates otherwise).

Damaged items

  • A damaged item is considered to be a broken product that is unusable, clearly fractured, shattered, bent (if not bendable), crushed, etc.
  • bkr’s Shipping Protection does not cover cosmetic damage (scratches, dents, etc.), packaging errors, or unsealed items. In this instance, please contact help@mybkr.com and include photos of the claimed damage.
  • bkr may require further evidence of the customer’s damaged item (i.e. more photos, videos, etc.).

CLAIM FORM

If something went wrong with your protected order, you can report it by filing a claim here:

Initial Claim Reporting

ORDER ISSUE FILED TOO SOON

If you are filing an order issue the same day that the package was marked as delivered, at our discretion bkr may ask you to wait 5 business days. Carriers (FedEx, USPS, UPS, DHL, etc.) sometimes prematurely mark the package as delivered when it’s still in transit.

SHIPPING PROTECTIONS DOES NOT COVER THE FOLLOWING:

Shipping Protection does not apply against any loss, damage or expense attributable to or caused by:

  • Ordinary loss in weight or volume, or ordinary wear and tear of the goods;
  • Willful misconduct, conversion or dishonest acts of the customer, or the customer's employees, whether committed alone or in collusion with others.
  • The customer’s entering of the wrong or incomplete address at the time of order.

INVALID ADDRESS OR DELIVERY BARRIERS

Shipping Protection does not cover packages carriers cannot deliver due to an invalid address, other unexpected delivery barriers, or undeliverable address. Please contact help@mybkr.com for additional tracking information or to validate an address.

PARTIAL DELIVERY

Shipping Protection does not cover an order issue. If items are missing or only part of the order arrived and there is no evidence of tampering, please contact help@mybkr.com to have the missing items fulfilled.

PACKAGES LABELED “RETURN TO SENDER”

Shipping Protection does not cover packages labeled return to sender . Items are returned to sender when a customer provides an invalid or undeliverable address or refuses a delivery.  Please contact help@mybkr.com  to validate an addres so it can be resent once received back. 

Shipping Protection covers the customer’s order if the package gets lost in-transit back to the bkr.

*Please note: Shipping Protection timeframes for filing apply.

ORDERS STUCK IN CUSTOMS

Shipping Protection cannot cover when an order is stuck in international borders/customs.

  • If bkr via Shipping Protection replaces something the customer has already paid customs on, in bkr’s discretion, bkr can approve and pay customs the second time.

ORDER MARKED AS UNFULFILLED OR UNSHIPPED

Shipping Protection does not apply if the your order still shows 

as unfulfilled or unshipped, the order has not yet been fulfilled, there could be delays with the fulfillment center, if it has been more than 5 days please write to help@mybkr.com 

SHIPPING PROTECTIONS DOES NOT APPLY TO THE FOLLOWING SITUATIONS:

  • Product Dissatisfaction: If you are not satisfied with the product or no longer want it, Shipping Protection does not apply, please reach out to help@mybkr.com for return information and requirements.
  • Claims outside reporting timeframe above.
  • Delayed Response: If bkr does not receive a respond within 5 days, bkr will automatically close the order issues. Customers can open the order issues back up by responding to the original thread.
  • Expedited Shipping: If you paid for expedited shipping but the package arrives outside of the expected window, please contact help@mybkr.com.