Understand the terms connected to the order.

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.

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.

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.

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.

Customers are responsible for providing accurate information, disclosing existing reimbursements, and responding to requests for additional information within any applicable window.

Any refund, replacement, or compensation already received from the retailer or carrier must be disclosed as part of a request.

Customers who are unhappy with the outcome or handling of a request can raise a complaint. See the complaints page for the process.

Formal legal and provider information is set out in the order-protection terms and the licensing page.