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100% real roses & hydrangeas that last 365 days

Shipping Protection Policy

Only included if activated in the cart, and paid for at checkout on the respective order number. This Saaya Rose Shipping Protection is currently only available and applicable for orders within the United States of America and Canada.

 

By selecting and paying for Shipping Protection at checkout, your order will be protected from delivery transit damage*, loss**, or theft**. In the unfortunate case that your order never comes or is broken upon arrival, you can easily file a claim with Saaya Rose and receive a replacement item. We are excited to offer this service to you, and we highly recommend you select Shipping Protection in your cart.

 

FILE A CLAIM: Email info@saayarose.com with Order Number & photo of the damage (if damaged) - or state if the item is lost or may have been stolen.

 

* Claims for packages damaged must be reported within 7 days from when tracking states "delivered". Photo/video of damage and shipping box required.

** Claims for packages presumed to be lost (where the status is not "delivered") must be filed after 7 days from the scheduled delivery, and within 30 days from the last checkpoint.

*** Claims for packages marked "delivered" but not received be filed after 5 days, and before 10 days from the date the box was marked "delivered."

 

Shipping Protection Policies –

When replacing an item, Saaya Rose covers the respective product. Saaya Rose does not pay or governor custom/duty fees for international (outside the USA and Canada) orders.

 

Shipping Protection will provide one REPLACEMENT if Saaya Rose approves your claim; to the individual item or order. Per store policy, all orders are final sale; no refunds or discounts will be applied. Shipping Protection, if paid for, covers the order within delivery transit, such as but not limited to UPS, FedEx, Canada Post, USPS. Once delivered, per tracking information of the respective carrier (Includes but not limited to UPS, FedEx, Canada Post, USPS), there is a maximum and minimum time a claim can be filed. Once past the stated maximum time, the order or item is no longer eligible for coverage.

 

Photos and video; If Saaya Rose requests pictures or video, the images and video must be sent via email to info@saayarose.com. The images and or video must be clear, in-focus, and of the requested information. Should Saaya Rose request additional photos or video, this must be provided for the claim.

 

Damage Policy:

Broken items

A photo and or video of the damage must be taken and approved by Saaya Rose in order to provide coverage in the form of a replacement. If Saaya Rose requests additional photos or videos and the item has been disposed of, the item/order will no longer be eligible for coverage.

After claim approval, if a customer needs to dispose of the item, the customer needs to check their city ordinances and dispose of it properly

The customer does not need to ship it back to Saaya Rose unless requested otherwise by Saaya Rose.

 

Damaged items 

A damaged item is considered damaged if; crushed or shattered to the point no repair or manual adjustment can be applied, etc., which Saaya Rose will determine based on the provided photos and or video. It does not cover cosmetic damage (scratches, dents, chips, tears or any natural aspects of the product that may occur, such as information stated in product details: https://saayarose.com/pages/product-details or product description etc.), minor imperfections, minor manufacturing and production imperfections, packaging errors, etc. At Saaya Rose's discretion, we may provide a 5-10% discount depending on the cosmetic damage.

Saaya Rose requires further evidence of the damaged item (photos, videos, etc.).

 

Reshipping Fee

In the case your order is approved for a replacement by Saaya Rose Shipping Protection, at the discretion of Saaya Rose, we may require the shipping fee to be paid. Select areas may require reshipping fees, such as but not limited to; United States Territories and rural areas.

 

"Delivered" but not delivered package policy

Order issues for packages marked "delivered" but not received are considered by Saaya Rose as stolen. They must be filed five days after "delivery date" but no longer than 10 days to ensure it was not misdelivered to a neighbour, incorrectly marked as "Delivered," or easily found around the premises.

 

At our discretion, Saaya Rose may require a police report when a package is marked as delivered, but you have not received the package.

 

Filing a police report

In the case Saaya Rose Shipping Protection requires evidence of the police report

The customer files the police report and includes an explanation that Saaya Rose Shipping Protection has protected the customer's package that has been stolen. To process the order issue with Saaya Rose, Saaya Rose Shipping Protection requires a police report.

Send Saaya Rose the police report PDF & number in the order issue.

Upon request, Saaya Rose can require additional documentation (e.g. proof of identity, address, etc.).

 

Note: Depending upon the jurisdiction, a false police report may be charged as a misdemeanour or a felony

  

Delivered to a wrong address

If the customer input the correct address at checkout and the package was delivered to the wrong address by the shipping carrier, Saaya Rose considers this as stolen. We will replace the order on behalf of the customer. If the customer inputs the incorrect address at checkout, Saaya Rose Shipping Protection will not cover the package.

In the case the shipping carrier could not deliver the package, and the package is delivered to a carrier access point, it is the customer's responsibility to contact the carrier and retrieve the package; thus, not covered by Shipping Protection.

 

Order issue filed too soon

If filing an order issue the same day that the package was marked as delivered, at our discretion, Saaya Rose may ask you to wait five business days. Carriers (UPS, FedEx, Canada Post, USPS, etc.) sometimes prematurely mark the package delivered when it's still in transit.

 

Reshipping Fee

In the case your order is approved for a replacement by Saaya Rose Shipping Protection, at the discretion of Saaya Rose, we may require the shipping fee to be paid. Select areas may require reshipping fees, such as but not limited to; United States Territories and rural areas.

 

Packages presumed to be lost (Tracking does not state "delivered") policy

Order issues for packages presumed to be lost by the carrier (where the status is not "delivered") must be filed no sooner than 7 days after the scheduled delivery date for United States and Canada shipments and within a maximum of 30 days from the last checkpoint.

 

Suppose a single order is being shipped in multiple packages and one package does not arrive per tracking. In that case, Saaya Rose Shipping Protection will cover the order issue and send a replacement of the undelivered package; unless policy states otherwise (such as but not limited to; package marked as Abandoned). Photo and/or Video will be required of the delivered items.

 

Invalid address or delivery barriers

Sometimes carriers cannot deliver the customer's package due to an invalid address or other unexpected delivery barriers. At this point, the carrier might return the package to the sender. The customer's package is not lost, which Saaya Rose Shipping Protection does not cover.

 

Unable to deliver / Abandoned

Packages that were unable to be delivered by the carrier due to missing address details or no persons available at the delivery address; are not covered by Saaya Rose Shipping Protection. Suppose the customer cannot retrieve the package at a carrier access point, due to unsuccessful delivery attempts and/or the package is marked as Abandoned. In that case, they are not covered by Saaya Rose Shipping Protection.

 

Packages labelled "return to sender."

Saaya Rose Shipping Protection does not cover packages labelled return to sender because the order has been sent back to Saaya Rose – a reshipping fee will be required as all Saaya Rose orders are final sale. Items are returned to the sender when a customer provides an invalid, undeliverable address, refuses delivery etc.

 

Saaya Rose covers the customer's order if the package gets lost in transit back to the sender.

 

Order stuck in customs

Saaya Rose Shipping Protection cannot cover when a customer's order is stuck in borders/customs.

The customer's next step is to await the package's release, and if applicable, then pay the customs fees to receive the package.

If the customer refuses delivery or payment for customs fees, the package is not covered under Saaya Rose Shipping Protection. If Saaya Rose Shipping Protection replaces something the customer has already paid customs on, under Saaya Rose's discretion, Saaya Rose Shipping Protection may or may not approve and pay customs the second time.

 

Reshipping Fee

In the case your order is approved for a replacement by Saaya Rose Shipping Protection, at the discretion of Saaya Rose, we may require the shipping fee to be paid. Select areas may require reshipping fees, such as but not limited to; United States Territories and rural areas.

 

Replacement Orders

 

 

For Saaya Rose Shipping Protection approved claims, a replacement order will be automatically be created and shipped to the original shipping address with the original item(s) only. In the event that the original item(s) ordered are out of stock, the order will ship once the item has been restocked. Replacement orders can only include the original item(s). They cannot be altered to any other item. If the original item is no longer available permanently due to discontinuing, the customer is eligible for an item of equal or lesser value at Saaya Rose discretion only. Item(s) selected of lesser value, the costs are not refunded or discounted.

 

 

Replacement orders are shipped with a signature upon delivery feature to ensure safe delivery. This is a requirement for a replacement order, meaning a signature at delivery will be required to deliver the package. If non-deliverable due to, but not limited to; package refusal, no persons available or abandonment; no refunds, discounts, replacements or reshipments will be provided, the claim will be closed.

 

 

If a replacement order is damaged upon arrival, Saaya Rose customer care must be contacted within 2 business days of the stated delivery date at info@saayarose.com. The order number, photos and video of the damage clearly displayed, and packaging is required. If these required items are not provided Saaya Rose Shipping Protection cannot resolve the issue further.

 

 

If a replacement order is lost or stolen, Saaya Rose Shipping Protection will require the recipient to file a police report, and provide proof of the filed report before any further assistance from Saaya Rose Shipping Protection. 

 

 

If you do NOT purchase Saaya Rose Shipping Protection, in the case of a damaged, lost, stolen order, Saaya Rose Shipping Protection is not responsible and cannot offer a replacement or discount.

 

 

By purchasing the Saaya Rose Shipping Protection, you agree to all listed terms. This Saaya Rose Shipping Protection is subject to change at any time and without prior notice.

 

 

  

Policies (Continued)

 

    Input wrong address

    • If the customer entered the wrong address at the time of order, Saaya Rose Shipping Protection does not cover this. Only covered if Saaya Rose had officially corrected the address before the processing of the order – in which Saaya Rose Shipping Protection will verify this with Saaya Rose.

    Quality control

    • If the customer is unsatisfied with their product, Saaya Rose Shipping Protection is not a product replacement plan, and the order issue cannot be approved. The customer needs to reach out to our customer care team (info@saayarose.com).

     

    Too late to file

      • Saaya Rose Shipping Protection can Deny an order issue filed within the bounds of our timeline policy. If an order issue is filed outside of this timeline, Saaya Rose will deny the order issue according, but not limited to these policies:

        • Order issues for packages marked "delivered" yet not received and where there is no evidence of theft must be made 5 days after "delivery date" but no longer than 10 days to ensure it was not misdelivered or easily found around the premises.
        • Order issues for packages presumed to be lost by the carrier (where the status is not "delivered") must be filed no sooner than 7 days after the scheduled delivery date for the United States and Canada shipments and within 30 days from the last checkpoint.

     

    Chargeback

    • Under all circumstances, if the customer opens a chargeback; prior to contacting Saaya Rose or during the process, or after the process; Saaya Rose Shipping Protection will deny the customer. The customer can be charged additional fees, if a replacement had been provided.

     

    Expedited, Express or Delivery Date shipping hasn't arrived 

    • If the customer's package is delayed for whatever reason, Saaya Rose Shipping Protection will not cover it.
    • Carriers update their website with expected delays due to inclement weather or other barriers to standard delivery. 
    • Suppose the customer paid for expedited, express or a delivery date (Selected Date, Valentines Day, Mothers Day etc.) shipping, but the package arrives outside or prior to the expected window. In that case, Saaya Rose Shipping Protection will not cover it.

     

    No tracking information

    • Saaya Rose Shipping Protection reserves the right to deny order issues where no tracking number/information is available.

     

    Package in Pre-Shipment

    • Saaya Rose Shipping Protection reserves the right to deny order issues where package tracking is marked as "pre-shipment" or has not been received/scanned by the carrier.

     

    Closed order issues

    • If a customer does not respond within five days, Saaya Rose Shipping Protection will automatically close the order issues. Customers can open the order issues back up by replying to the original thread to a maximum of 14 days afterwards. 14 days+ matters are closed fully and cannot be reopened.

     

    Did not want Shipping Protection

    • If the customer's package has not shipped, Saaya Rose can refund the Shipping Protection premium.
    • If the item has shipped, Saaya Rose Shipping Protection is already protecting the package and cannot refund the customer. 

     

    Disclosure Policy

    If you believe you've discovered a potential vulnerability, please let us know by emailing us at info@saayarose.com.

    Provide us with a reasonable amount of time to resolve the issue. We aim to determine the critical problems within 1-7 business days of disclosure.

    Make a reasonable faith effort to avoid violating privacy, destroying data, or interrupting or degrading the Saaya Rose Shipping Protection service. Please only interact with accounts you own or have explicit permission from the account holder.

     

    Changes

    We may revise these guidelines at any given time with no prior notice. The most current version of the guidelines will continuously be updated and be available on this page. 

     

     

     

     

    Questions? Emails us at info@saayarose.com.

     

    Thank You