Coverage overview
Understand the terms connected to the order.
This page explains, in general terms, how a Wayco order-protection review works.
Potentially eligible delivery events
A Wayco order-protection arrangement may apply to shipments that appear lost or that are materially delayed beyond the timeframe communicated at purchase. Whether a specific event is eligible depends on the terms connected to the order.
Lost-order review
A missing shipment is not automatically classified as lost. Carrier tracking is reviewed, and a waiting period may apply before a request can be assessed. See the lost-orders page for detail.
Material-delay review
A late shipment is not automatically eligible. A defined delay threshold, measured against the expected delivery date, may need to be met. See the delayed-orders page for detail.
Waiting periods
Waiting period
A shipment is not treated as lost the moment it is late. Most programmes ask customers to wait a short period after the last carrier scan or the expected delivery date before a loss review can begin, which gives a delayed parcel time to reappear. The exact waiting period is set in the protection terms supplied with the order, and Wayco confirms it once the order details are submitted.
Submission windows
Submission window
Requests are accepted for a limited period after the expected delivery date. Submitting as soon as the issue is noticed is the safest approach, because a request raised after the window closes usually cannot be reviewed even when the underlying issue is genuine.
Coverage limits
Order limit
Any amount considered is tied to the value of the affected items on the original order. Taxes, shipping, and handling fees are only included where the terms say so, and a programme-level maximum for each order may also apply.
Available outcomes
Available remedies
Depending on the terms connected to the order, an eligible request may lead to a replacement arranged with the retailer, a refund covering the affected items, or a partial resolution where only part of the order was affected. The outcome is confirmed in writing to the contact details on the request.
Required information
A complete request generally includes the order number, retailer, purchase date, tracking information, expected delivery date, a description of the issue, and details of any refund or replacement already received.
Customer responsibilities
Customers are responsible for providing accurate information, disclosing existing reimbursements, and responding to requests for additional information within any applicable window.
Existing reimbursements
Any refund, replacement, or compensation already received from the retailer or carrier must be disclosed as part of a request.
Exclusions
Excluded items
Exclusions commonly include digital goods and gift cards, perishable or temperature-sensitive items, orders already refunded or replaced by the retailer, deliveries confirmed as received at the correct address, orders shipped to an address entered incorrectly at checkout, and items the carrier restricts from transit.
Complaints
Customers who are unhappy with the outcome or handling of a request can raise a complaint. See the complaints page for the process.
Applicable jurisdiction
Eligible territories
Reviews are handled for orders shipped to addresses inside the territories supported by the programme connected to the order. If an order falls outside that scope, Wayco says so at the start of the review rather than at the end.
Legal provider information
Formal legal and provider information is set out in the order-protection terms and the licensing page.