Bad things can sometimes happen to good parcels. Regrettably, many delivery services tend to absolve themselves of responsibility in such instances or complicate the process of retrieval or replacement. We understand the frustration and disappointment that can result, which is why we offer Parcel Protection. Our aim is to offer you added reassurance and a swift resolution should the unexpected occur.
What is Parcel Protection?
Parcel Protection is offered by Bon Maxie to give your parcel protection for your peace of mind:
- Loss, theft or damage in transit
- Resolution of shipping issues with just an email to us.
- Item replacement or credit, pending availability
Bon Maxie's Parcel Protection program collects up to 4.5% of your order, excluding shipping and taxes. Our Parcel Protection Policy is not applicable on gift cards, digital products and selected items.
Customers must opt in to our Parcel Protection Policy in the cart before checkout for the Parcel Protection Policy to apply. Our Parcel Protection policy is not transferable or redeemable for cash, and is not refundable.
By participating in our Parcel Protection policy, you agree that Bon Maxie reserves the right to modify or replace any part of these terms and conditions and terminate this policy at any time without notice.
What is covered by our Parcel Protection?
What happens if my parcel gets lost in transit?
There are times when parcels are not delivered within the standard time frames as specified by Australia Post. If this occurs, please contact our customer service team so we can open a missing parcel investigation. If, after 7 days, they deem your parcel to be missing, Bon Maxie will replace items from your order that are available in our warehouse. Items we are unable to replace will be exchanged for a credit. Please note, we do not offer refunds and this parcel protection offers a replacement of items and credits only. You can request a full credit for your missing order instead of replacement items.
What happens if my parcel is delivered to the incorrect address?
If the tracking details show your parcel has been delivered to an incorrect address and we are unsuccessful in retrieving your parcel, it will be deemed to be missing. You will be covered by parcel protection in this event and your items will either be replaced if they are still available, or otherwise a credit will be issued. Please note, we do not offer refunds for parcels delivered to an incorrect address.
What happens if my parcel is damaged in transit?
If your parcel arrives damaged by Australia Post, we will replace the item for you. If the item is no longer available, we will provide store credit. In the first instance, please contact our customer service team to arrange to have your parcel sent back for assessment by our returns team. Once an assessment has been made, you will be contacted with a resolution.
What if I do not have Parcel Protection?
If you did not opt into our Parcel Protection with your order, please contact the shipping carrier directly to seek a resolution. Without Parcel Protection on your order, Bon Maxie will not be able to provide a replacement or store credit.
What is not covered by our Parcel Protection?
What happens if I have accidentally entered the incorrect delivery address on my order?
If an incorrect address is entered into your order and the parcel is subsequently delivered to that address, we cannot be held responsible for either the recovery or replacement of your order. This includes payment of any damages as a result of non-receipt of your order.
Can I get a refund on my Parcel Protection?
Once your order has been dispatched, Parcel Protection is not able to be refunded.
How do I make a claim?
Making a claim is as easy as sending us an email. Simply send an email to support@bonmaxie.com with your order number, contact info and a description of the problem and we will get back to you ASAP.
For speedy resolution, please include description: "PARCEL PROTECTION ORDER [Your Bon Maxie Order Number]".
Alternatively, if you have any other questions relating to your parcel protection policy, please also feel free to email us at support@bonmaxie.com with your order number.
Can’t find the information you're looking for on this page?
If you have any questions relating to our parcel protection policy, please email us at support@bonmaxie.com