SOS LABELS — PROTECTION TERMS & CONDITIONS
Effective Date: October 14, 2026
Updated: October 15, 2026 — applies prospectively to purchases accepting this version.
These Protection Terms & Conditions (“Protection Terms”) govern optional package protection purchased from SOS LABELS LLC (“SOS” or “SOS Labels”) through participating e-commerce merchants.
Review these Protection Terms and the price displayed at checkout before purchasing.
01. Protection Benefit
SOS protection provides a replacement benefit for eligible items lost, stolen, or damaged during delivery.
For an approved claim, SOS purchases the approved replacement from the participating merchant. The merchant fulfills it as a regular order.
Protection applies to the identified protected order and eligible replacement shipments arranged by SOS.
02. Purchasing Protection
Protection is optional and must be purchased through a participating merchant before completing the original order.
The applicable price is displayed at checkout and may vary by merchant and order. Merchant pricing arrangements are established privately and may be custom.
Your order or protection record must confirm successful purchase of protection. Protection cannot be added after purchase or after a delivery issue becomes known.
There is no maximum protected order value under these Protection Terms.
03. Protection Period
Protection begins when the carrier accepts the protected shipment.
It applies to eligible loss or damage during transit and eligible theft associated with the recorded delivery, subject to the filing deadlines below.
A merchant’s failure to dispatch an order is not carrier loss. An entirely canceled, unshipped order is addressed under the protection fee refund provisions.
04. Eligible Delivery Issues
Lost in transit: A shipped package that does not arrive and has no tracking update for seven consecutive calendar days.
Marked delivered but missing: A package marked delivered that the customer has not received and cannot locate after reasonable checks. SOS reviews the circumstances and available evidence.
Damaged during shipping: Physical shipping damage that makes an item unusable or materially impairs its intended function. For food and other perishable or temperature-sensitive items, this includes spoilage, melting, or temperature damage caused by an eligible delivery incident that makes the affected product unsafe or unusable. Such damage may qualify even while tracking shows movement or where a transit delay contributed to the damage. A delayed but unaffected product is not covered solely because it arrived late.
Missing contents caused by transit damage or tampering: Eligible items missing because the shipment was damaged or tampered with during delivery.
For partial loss or damage, protection applies to the affected eligible items.
Damage to outer packaging alone does not qualify when the products remain intact, safe, and usable. Transit damage or tampering that compromises food-contact packaging, a safety seal, or safe use of the product may qualify as product damage.
05. Exclusions
Protection does not cover:
- Buyer’s remorse, sizing issues, or ordinary returns and exchanges.
- Product defects, pre-existing staleness, taste or flavor preferences, and quality issues unrelated to shipping. A texture change caused by eligible transit spoilage or temperature damage is not excluded merely because texture is involved.
- Spoilage or deterioration that existed before carrier acceptance or arose independently of an eligible delivery incident.
- The merchant sending an incorrect product or failing to include an item before shipment.
- A delay alone in a moving shipment that does not meet the loss criteria; this does not exclude otherwise eligible product damage or spoilage caused during delivery.
- Delivery problems caused by incorrect or incomplete addresses supplied by the purchaser.
- Orders without valid carrier tracking.
- Shipments returned to the sender.
- Customs delays, unpaid duties, or unpaid import charges.
- Minor cosmetic damage that does not affect the item’s use.
- Normal wear or damage occurring after delivery outside a covered event.
- Intentional damage, fabricated losses, or materially fraudulent claims.
- Claims filed outside the applicable deadline, except where mandatory law requires otherwise.
- Losses already fully resolved through another refund, replacement, or recovery.
- Goods or transactions prohibited by law.
Digital goods and purchases that do not involve carrier delivery are not eligible for delivery protection.
These exclusions do not reduce rights you may have against the merchant or another party under applicable law.
06. Filing Deadlines
Damaged or marked delivered but missing: Submit the claim within seven calendar days after the carrier’s recorded delivery date.
Lost in transit: A shipment becomes eligible for loss review after seven consecutive calendar days without a tracking update. Submit the claim within the following seven calendar days, no later than 14 calendar days after the last tracking update.
Mandatory legal rights take precedence over conflicting deadlines.
07. How to Submit a Claim
Use the SOS claim link provided with your protected order or by the participating merchant.
If you cannot locate or access the link, email [email protected] within the applicable filing period. Include your order number, checkout email, tracking information, and a description of the issue. A timely email containing this information records your initial claim submission.
Before reporting a package marked delivered but missing, check the delivery location, ask household members or building management where appropriate, and contact the carrier.
For damage claims, provide photographs of the shipping box, packaging, and affected items. Retain the items and original packaging until SOS confirms whether further inspection is needed, where safe to do so. Do not consume suspected unsafe food or retain or return unsafe or spoiled food. Photograph reasonably available evidence and dispose of unsafe items safely; disposal for safety does not by itself disqualify an otherwise eligible claim.
SOS may request additional information reasonably necessary to verify eligibility. Government-issued identification is not required as part of our standard claims process.
08. Claim Review
SOS reviews the protection purchase, order records, tracking information, and supporting evidence.
We aim to review complete claims within one business day. This is a review target, not a guaranteed deadline. Additional documentation, carrier information, or verification may extend the process.
A delivery scan alone does not establish that a missing-package claim is fraudulent. We evaluate the available evidence.
We communicate material information requests and claim decisions by email. If information is missing, we provide a reasonable opportunity to respond before closing the claim.
If a claim is denied, we explain the reason and how to request reconsideration.
09. Approved Replacements and Covered Costs
SOS pays the full amount actually paid for the affected eligible items after discounts, together with applicable replacement taxes and standard replacement shipping.
There is no maximum order value. The benefit is limited to the affected items and covered costs, rather than consequential losses.
Neither the customer nor the merchant is required to pay the approved replacement costs or an additional protection fee for that replacement.
Original shipping charges, the original protection fee, customs duties, and other import charges are not included in the replacement benefit.
The merchant fulfills the replacement through its ordinary operations. Delivery dates depend on availability, fulfillment, and the carrier.
10. Unavailable Items
SOS uses a replacement-first resolution process.
If the original item is temporarily unavailable, you may choose to wait for a restock date confirmed by the merchant.
Alternatively, with your agreement, SOS may purchase a substitute from the same merchant. SOS covers a substitute up to the original affected items’ purchase price, plus applicable taxes and standard shipping. Any higher-priced substitution requires a separately agreed arrangement.
If no acceptable replacement is available, SOS funds a refund of the affected items’ purchase price and applicable taxes, coordinated through the merchant.
You are not required to accept store credit or wait indefinitely for restocking. SOS will communicate the available options and obtain your agreement before substituting an item.
11. Replacement Shipment Protection
Replacement shipments purchased by SOS remain protected against eligible delivery loss, theft, and damage without an additional protection fee.
The same eligibility rules, exclusions, evidence requirements, and filing deadlines apply to the replacement shipment.
Contact SOS if an approved replacement experiences another eligible delivery issue.
12. Duplicate Recovery and Recovered Packages
Tell SOS if another party has refunded or replaced the same affected items.
You may not receive duplicate recovery for the same loss.
If the original package arrives after a replacement or refund has been arranged, contact [email protected]. SOS will provide reasonable instructions consistent with applicable law.
If SOS requires return of a recovered original item or damaged item, SOS provides a prepaid standard return label.
Any request to return an item or repay a duplicate benefit will account for the benefit actually received and applicable legal rights.
13. Protection Fee Cancellation and Refunds
If the entire order is canceled before shipment and protection has not begun, the protection fee is refundable. Request assistance from the merchant or email [email protected].
If the merchant confirms that the entire order will not be shipped, the protection fee is also refundable.
Once the shipment has been accepted by the carrier and protection begins, the protection fee is nonrefundable, except where applicable law requires otherwise.
An approved claim does not itself entitle you to a refund of the protection fee.
14. Reconsideration
If you disagree with a claim decision, email [email protected] with the subject “Claim Reconsideration.”
Include your claim or order number, the reason you disagree, and any additional relevant evidence.
SOS will review the request and explain the outcome. Reconsideration does not prevent you from exercising applicable legal rights.
15. Fraud and Misuse
SOS may deny claims involving materially false statements, fabricated evidence, intentional damage, or attempted duplicate recovery.
A good-faith mistake or missing document does not, by itself, establish fraud. Where appropriate, customers may clarify or correct information.
16. Other Rights and Changes
SOS protection is separate from a merchant’s ordinary return and exchange policy.
These Protection Terms do not waive nonwaivable consumer rights.
The version accepted when you purchased protection governs that purchase. Later changes do not retroactively reduce existing protection benefits.
General use of SOS’s website and technology is also governed by the Terms of Service. Personal information is handled as described in the Privacy Policy.
17. Contact
SOS LABELS LLC
30 W Hillsdale Ave
Long Branch, New Jersey 07740
United States
Claims and support: [email protected]
Website: https://www.soslabels.com