Package Protection

When placing your order you can add Package Protection in your cart. If you added Package Protection and paid the fee, this page applies to you.

What it covers

Package Protection covers your parcel against loss, theft or damage in transit. If your package is lost, stolen or arrives damaged, we replace the affected items at no cost to you, or refund you if they are no longer available. We have your back.

How much it costs

The fee is about 2.5% of your order value, from $3 on orders up to $100. The exact amount is shown next to the Package Protection toggle in your cart before you check out. Package Protection is available on orders up to $5,000.

How to file a claim

Email customercare@arotagas.com with your order number, a short description of what happened and, for damaged items, photos of the item and the packaging. Once the claim is approved we ship a replacement, or refund you.

• Parcels marked delivered: claims can be filed from 3 days and up to 30 days after the date the parcel was marked delivered.
• Parcels presumed lost (not marked delivered): claims can be filed from 5 days after the last tracking update and up to 30 days after it.
• All claims must be filed within 30 days of the order date.

Good to know

• Package Protection is optional. If you choose not to add it, our options are limited and we may not be able to compensate you for a lost, damaged or stolen parcel.
• Package Protection is non refundable once purchased, regardless of any returns or order changes.
• Please make sure your shipping address is complete and correct. Parcels delivered to an incorrect address provided at checkout are not covered.

Questions? Email us at customercare@arotagas.com.