Optional checkout protection

Value Package Protection

Replaced from our own stock if your package is lost, stolen or damaged in transit. It is added at checkout by default and can be removed before you pay.

File a claim How claims work

Checkout Carrier scan Protected delivery

Lost in transit Tracking stops moving and the package never arrives. We replace it.

Delivered, not received The carrier says delivered, but it is not there. We replace it.

Damaged on arrival Send photos of the item and the packaging. We replace it.

Why it is fast

Replaced from our own stock.

We hold the inventory we sell, so an approved claim is not a negotiation with a third party or a wait for a carrier investigation. A replacement ships from the same shelf the original came from — usually the next business day — and you pay nothing.

Coverage

What Value Package Protection is for

It covers what can go wrong after your package leaves our fulfillment and enters the carrier network.

Covered when protection is on the order

Tracking shows the package is lost, or it has stopped updating for 7+ days.
The carrier marks it delivered, but it was not received at the address on the order.
The carrier delivers to the wrong address while the checkout address was entered correctly.
It arrives damaged in transit, with clear photos of the item and the packaging.

Not covered

Orders where protection was removed at checkout and not added afterwards.
Incorrect addresses entered at checkout, refused deliveries, or access barriers at the address.
Carrier delays when the package arrives undamaged.
Quality questions, fulfillment errors, or returns — those are ours to fix regardless, through support.

Claim process

How to file a claim

Have your order number and the email you used at checkout. Signed-in customers can file straight from their orders.

Open the claim form

Go to the claim page. Sign in and pick the order, or enter the order number and email for a one-time link.

Tell us what happened

Lost, not received, or damaged. For damage, add photos of the item and the packaging. Confirm the shipping address.

We review and replace

You get a claim number and a status page. A person reviews it; approved claims are replaced from stock or refunded, and you are emailed at every step.

Timing matters

Do not wait to file

These windows are counted from what the carrier actually reported for your package. Claims outside them cannot be approved.

Delivered but missingWait 5 days after the delivery scan, then file within 30 days of delivery.

Damaged on arrivalFile within 30 days of delivery, with photos.

Lost in transitFile once tracking has not moved for 7 days, and within 30 days of the last scan.

If protection is removed

Opting out changes what we can do

Without protection, VRL still corrects our own fulfillment errors, but lost, stolen or carrier-damaged packages are not eligible for a replacement or refund. Changed your mind? You can add protection from your order page until the order ships (up to 48 hours after checkout).

Orders before October 1, 2026

Earlier orders are covered too

If your order was placed before October 1, 2026 and included shipping protection at checkout, email [email protected] and we will take care of the claim for you. Everything from that date on is protected by VRL directly.

Something wrong with a shipment?

File it here. We take it from there.

Claims are reviewed by VRL, not a third party. Questions first? Write to [email protected] with your order number.

File a claim Email VRL support

Value Package Protection is a shipping protection service provided by Value Research Labs for orders shipped from our fulfillment; it is not an insurance policy. Eligibility follows the coverage and timing on this page. All VRL products are sold strictly for laboratory research use.