Shipping Protection Terms of Use

1. What is Covered

When you purchase Shipping Protection at checkout, PERLINO will provide coverage for the following circumstances, subject to the eligibility requirements and limitations set forth in these Terms:

• Lost Packages During Transit: Packages that are confirmed lost by the shipping carrier while in transit to your delivery address.
• Damaged Products Received During Delivery: Products that arrive damaged due to mishandling or accidents during the shipping process, as evidenced by photographic documentation.
• Stolen Packages After Confirmed Delivery: Packages that are confirmed delivered by the carrier but are stolen from your delivery location before you retrieve them.
• Missing Items from an Order: Items that were included in your order confirmation but are missing from the delivered package.

Coverage applies only to eligible orders shipped within the United States and is subject to verification and approval by PERLINO in its sole discretion.

2. Eligibility Requirements

To be eligible for Shipping Protection coverage, all of the following conditions must be met:

• Purchase at Checkout: Shipping Protection must be selected and purchased at the time of checkout. It cannot be added to an order after purchase.
• U.S. Deliveries Only: Coverage is available exclusively for orders shipped to addresses within the United States, including Alaska and Hawaii. International orders, APO/FPO addresses, and U.S. territories are not eligible.
• Order Value Limit: The total order value, excluding taxes and shipping fees, must not exceed $2,000 USD. Orders exceeding this amount are not eligible for Shipping Protection.
• Timely Claims: Claims must be submitted within the required deadlines as specified in Section 3 below.
• Supporting Documentation: You must provide all requested documentation to support your claim, including but not limited to order numbers, tracking information, photographs of damaged items, and police reports where applicable.

PERLINO reserves the right to verify all information provided and may request additional documentation at its discretion.

3. Filing a Claim

If you experience an issue covered by Shipping Protection, you must file a claim by contacting PERLINO Customer Care. To expedite the review process, please provide the following information:

• Order Number: Your complete PERLINO order number as shown in your order confirmation email.
• Tracking Information: The tracking number and carrier information associated with your shipment.
• Description of Issue: A detailed description of the problem, including the date of delivery (if applicable) and the nature of the damage, loss, or theft.
• Photographic Evidence: For damaged shipments, clear photographs showing the damaged product, packaging, and shipping label are required.
• Police Report: For stolen packages, a copy of the police report filed with your local law enforcement agency may be required.

Claim Deadlines:

• For lost packages: Claims must be filed within 15 business days of the expected delivery date.
• For damaged products: Claims must be filed within 5 business days of delivery.
• For stolen packages: Claims must be filed within 5 business days of the confirmed delivery date.
• For missing items: Claims must be filed within 5 business days of delivery.

All claims are reviewed by PERLINO in its sole discretion. The typical review period is 5–7 business days from the date all required documentation is received. PERLINO reserves the right to deny any claim that does not meet the eligibility requirements or lacks sufficient supporting documentation.

Contact Information for Claims:
Email: support@perlinohair.com
Phone: (213) 224-3092
Customer Care Hours: Monday–Friday, 9:00 AM–5:00 PM (excluding holidays)

4. What is Not Covered

Shipping Protection does not cover the following circumstances:

• Incorrect Shipping Addresses: Packages delivered to an incorrect address provided by you at checkout, including typographical errors or incomplete information.
• Refused Deliveries: Packages that are refused by you or anyone at the delivery address.
• Delays Beyond PERLINO's Control: Delays caused by severe weather, natural disasters, carrier disruptions, labor strikes, customs clearance issues, government actions, pandemics, or other events beyond PERLINO's reasonable control.
• Post-Delivery Damage: Damage occurring after delivery due to misuse, neglect, improper storage, or failure to follow product care instructions.
• Late Claims: Claims submitted outside the required deadlines specified in Section 3.
• Unverifiable Claims: Claims that cannot be verified or substantiated with the required documentation.
• Fraudulent Claims: Any claim determined to be fraudulent, false, or misleading. PERLINO reserves the right to pursue legal action in cases of fraud.

5. Approved Claims

If your claim is approved, PERLINO will provide a resolution in its sole discretion, which may include:

• Replacement Product: PERLINO may ship a replacement of the affected item(s) at no additional cost to you, subject to product availability.
• Refund: PERLINO may issue a refund for the purchase price of the affected item(s), excluding shipping fees, taxes, and the Shipping Protection fee itself.

The method of resolution is determined by PERLINO based on product availability, the nature of the claim, and other relevant factors. Refunds, if issued, will be processed to the original payment method within 7–10 business days of claim approval.

Important: Shipping Protection fees are non-refundable under all circumstances, including approved claims.

6. Limitation of Liability

To the maximum extent permitted by law, PERLINO's total liability under these Shipping Protection Terms is strictly limited to the lesser of:

• (a) The purchase price of the affected item(s); or
• (b) $2,000 USD per order.

In no event shall PERLINO be liable for any indirect, incidental, consequential, punitive, special, or exemplary damages, including but not limited to loss of profits, loss of revenue, loss of business opportunities, emotional distress, or any other damages arising out of or related to Shipping Protection, even if PERLINO has been advised of the possibility of such damages.

This limitation of liability applies regardless of the legal theory upon which any claim is based, including breach of contract, tort (including negligence), strict liability, or any other theory.

7. Not Insurance

Important Notice: Shipping Protection is a contractual service provided by PERLINO and is not insurance. PERLINO is not an insurance company, insurance agent, or insurance broker, and does not provide insurance coverage of any kind. By purchasing Shipping Protection, you acknowledge and agree that you are entering into a contractual agreement with PERLINO for the services described in these Terms, and that such services do not constitute insurance under applicable law.

The Shipping Protection service is governed solely by these Terms and is subject to PERLINO's sole discretion in evaluating and resolving claims.

8. Contact PERLINO

If you have questions about Shipping Protection or need assistance filing a claim, please contact our Customer Care team:

Email: support@perlinohair.com
Phone: (213) 224-3092
Hours: Monday–Friday, 9:00 AM–5:00 PM (excluding holidays)
Website: perlinohair.com

Our team is committed to providing exceptional service and will work diligently to address your concerns.

9. Changes to These Terms

PERLINO reserves the right to modify, amend, or update these Shipping Protection Terms of Use at any time, in its sole discretion, without prior notice. Any changes will become effective immediately upon posting the updated Terms to perlinohair.com.

Your continued purchase of Shipping Protection after any such changes constitutes your acceptance of the revised Terms. We encourage you to review these Terms periodically to stay informed of any updates.

The "Effective Date" at the top of this page indicates when these Terms were last updated.

10. General Provisions

Governing Law: These Terms shall be governed by and construed in accordance with the laws of the State of California, without regard to its conflict of law principles.

Severability: If any provision of these Terms is found to be invalid, illegal, or unenforceable, the remaining provisions shall continue in full force and effect.

Entire Agreement: These Terms, together with PERLINO's Terms of Service and Privacy Policy, constitute the entire agreement between you and PERLINO regarding Shipping Protection and supersede all prior or contemporaneous communications and proposals.

No Waiver: PERLINO's failure to enforce any right or provision of these Terms shall not constitute a waiver of such right or provision.