Because JM Bullion provides insurance on every package that we ship, customers can rest assured that they will be able to recoup their investments in the event of theft, loss or damage during the shipping process. In the rare event that your package is lost or arrives to you damaged, begin by giving us a call at 800-276-6508 and we will be happy to guide you through the insurance claims process. Below are the procedures for each circumstance.
In order to file a claim for a damaged package, you must be able to provide details of the specific damage, either over the phone or through a form. Customers will be required to provide photo evidence of the damage along with their claims forms and in some instances, they may even be required to present the damaged package itself as further evidence to the USPS and UPS, police or fraud investigators. Regrettably, we do periodically receive false claims and need to verify both the presence and the extent of the damage.
After your claim has been accepted, there will be a mandatory review period. If we determine that the package has actually been damaged, customers will be eligible for a full refund of their order’s purchase price. Customers also have the option of requesting a replacement for their lost or damaged item in lieu of a refund. Please note that damaged packages must be reported within 2 days of receipt to be eligible for coverage.
Now, in the event that the package has been lost or stolen, customers will also be required to fill out a claim. However, instead of providing photo evidence, customers must provide all their receipts along with all the details of the order such as mail service, insurance and tracking number. These will enable us to verify if an item was lost and whether we will be able to recover it.
Once you provide us with all the necessary information, both JM Bullion and the selected mail carrier will begin the search process. If we are able to recover any missing items, they will immediately be sent to their proper recipients, but, in the event that an item cannot be recovered, the customer will be entitled to compensation according to the insurance policy of the specific carrier and receive a full refund of your order’s purchase price. As with damaged items, customers can request a replacement instead of a reimbursement.
Please be advised that our policies only apply to your order while it is in transit. Any damages or theft that occurs subsequent to the package’s signature or delivery confirmation are not covered by our insurance policies and will not be eligible for recovery or refunds. We also reserve the right to refuse coverage on items whose damage or theft was the result of circumvented delivery procedures. Such practices include asking carriers or delivery services to leave parcels unattended without an authorized signature or requesting them to leave your package with a third party.