Shipping Protection Policy

This policy explains what's covered when you ship with Milk Teeth, how our optional Checkout+ protection works, and how to file a claim.

1. Standard Shipping Coverage (All Orders)

Every order ships from Los Angeles and includes free protection against packages that are lost or damaged in transit.

  • If tracking never updates to "Delivered," or your item arrives visibly damaged, contact us within 10 days of the expected delivery date.
  • Approved claims will be resolved via replacement / store credit / refund, at Milk Teeth's discretion.

Not covered under Standard Shipping:

  • Packages marked "Delivered" by the carrier's tracking. Once a package is confirmed delivered to the address provided at checkout, Milk Teeth is not responsible for it being lost, stolen, or missing from the delivery location. We recommend filing a claim directly with the carrier and selecting a secure delivery location (e.g., mailroom, locked mailbox, or signature required) for future orders.
  • Delivery delays alone, without loss or damage (please direct these to the carrier for tracking updates).

See Section 4 for exclusions that apply regardless of Checkout+.

2. Checkout+ (Optional, U.S. Orders Only)

Checkout+ is an optional add-on available at checkout for domestic (U.S.) orders. It extends coverage to include:

  • Packages lost in transit
  • Packages damaged in transit
  • Packages that are stolen after delivery

Orders without Checkout+ are covered only under the Standard Shipping terms in Section 1 — meaning packages marked "Delivered" are not eligible for replacement or refund.

Checkout+ is not available for international orders (see Section 3).

3. International Orders

International orders are covered up to a maximum of $100 per order for packages lost, damaged, or stolen after delivery. Checkout+ is not available for international orders, and the $100 cap applies regardless of order value.

Import duties, customs fees, and transit times vary by country and are the customer's responsibility. All international sales are final, excluding EU customers.

4. Exclusions (Apply Regardless of Checkout+)

The following are never covered, whether or not Checkout+ was added to the order:

  • Incorrect or incomplete address entered at checkout. This includes wrong street address, apartment/unit number, city, state, or ZIP code provided by the customer. If the order hasn't shipped yet, contact us and we'll do our best to correct it. You also have 1 hr after placing the order to edit it.
  • Orders shipped to a freight forwarder or third-party reshipping service.
  • Orders successfully delivered to the address provided at checkout, even if that address was not the customer's intended destination.

5. Filing a Claim

To file a claim:

  1. Contact us at hi@shopmilkteeth.com within 10 days of the expected delivery date (or within 10 days of the delivery confirmation date, for stolen-after-delivery claims under Checkout+).
  2. Include your order number and the shipping address used at checkout.
  3. For damaged items, include photos of the item and its packaging.
  4. For stolen-after-delivery claims, we may request a police report or incident number, particularly for high-value orders.

Milk Teeth will confirm delivery/carrier status before issuing a resolution. Approved claims are resolved via replacement / store credit / refund, at Milk Teeth's discretion.

6. Limits & Conditions

  • One claim per order. Each order is eligible for a single approved claim.
  • One stolen-after-delivery claim per customer / shipping address per 12-month period. Repeated claims from the same customer or address may be flagged for review and could result in denial or a request for additional documentation (e.g., police report).
  • Milk Teeth reserves the right to deny claims found to be fraudulent, inconsistent, or unsupported by carrier/tracking evidence.
  • Milk Teeth reserves the right to require a signature or photo-on-delivery for future orders from an account or address with prior approved claims.
  • This policy applies to orders shipped within the timeframes and regions stated above and may be updated at any time. The version in effect at the time of your order applies to that order.

Questions about a specific order? Contact us at hi@shopmilkteeth.com and we're happy to help.