Arete Shipping Protection (“ASP”)
Arete Shipping Protection (“ASP”) is a dedicated service that provides Arete.shop customers with added shipping protection. With ASP, customers can opt in to protect their orders from damage, loss, and theft. When there’s a shipping or delivery mishap, customers can initiate the resolution process in just a few simple steps. Quick and convenient, the Arete way.
ASP covers a wide range of circumstances. Before filing a help request, we recommend reviewing the policies below.
Help Requests Process
Step 1: Submit a Help Request
Complete the ASP help request form on Arete.shop and include any required documentation (photos, videos, etc.).
Step 2: We Review It
Our team reviews your help request and notifies you by email if it’s approved or denied.
Step 3: Resolution
If approved, we’ll send a replacement (subject to availability) or issue a refund. If denied, you may submit a new help request if you believe the decision was made in error.
Arete Shipping Protection (“ASP”)
1. Overview
Arete Shipping Protection (“ASP”) is an optional service offered by Arete.shop that provides added shipping protection for eligible domestic orders. When ASP is selected at checkout, customersmay receivecoverage for loss, theft, or damage that occurs during transit, in accordance with the terms outlined below.
If a shipping or delivery issue occurs, customers can submit a help request through our resolution process. Each help request is reviewed to confirm eligibility and determine the appropriate outcome.
ASP applies to the shipping-related scenarios described in this policy. We recommend reviewing the full policy for additional details before submitting a help request.
2. What We Cover
2.1 Lost Packages (USPS)
A USPS package may be deemed lost in transit only if all of the following conditions are met:
- The carrier has not marked the package as “delivered”; and
- Seven (7) calendar days have elapsed since the last tracking status update.
Help Request Deadline
Help Requests must be submitted within thirty (30) days of the last tracking update. Help Requests submitted outside this period may be denied without review.
2.2 Lost Packages (UPS)
A UPS package may be deemed lost in transit only if all of the following conditions are met:
- Seven (7) calendar days have elapsed since the last estimated delivery date and time provided by the carrier; and
- No subsequent delivery attempt or tracking update has been recorded.
Help Request Deadline
Help Requests must be submitted within thirty (30) days of the last tracking update.
2.3 Partial Deliveries and Multi-Package Shipments
Arete.shop orders are inspected for accuracy prior to shipment. Unless there is verifiable evidence of package tampering , ASP does not cover items alleged to be missing from a delivered package.
For orders shipped in multiple packages:
- Each package is treated as a separate shipped entity
- The delivery, delay, or loss status of one package shall not affect the status of any other package
- A package shall not be deemed lost until it independently satisfies the applicable carrier loss criteria
Example (Illustrative Only):
If an order ships in two packages via USPS and only one package is delivered, the undelivered package is not considered lost unless and until USPS loss criteria are satisfied.
Carriers may deliver packages from the same shipment at different times. Such delivery variances are outside the control of Arete.shop and do not constitute loss.
3. Lost Packages: What We Don’t Cover
3.1 Invalid Address, Delivery Barriers, or Refused Deliveries
ASP does not apply to delivery failures resulting from, without limitation:
- An invalid, incomplete, or undeliverable address provided by the customer
- Delivery barriers, access restrictions, or other conditions encountered by the carrier
- Refusal of delivery by the recipient or any third party at the delivery location
If a package is returned to Arete.shop by the carrier for any reason, Arete.shop may, at its sole discretion , offer one of the following remedies.
Reshipment Option
- Customer is responsible for all additional shipping and handling fees
- Promotional free shipping applies once per order only
- Reshipped orders are not eligible for free shipping if the original order qualified for a free shipping promotion
Restocking Option
- If items are suitable to be returned to inventory, Arete.shop may restock the item and issue a prorated refund
- Processing, restocking, and original shipping fees may be deducted
- Refunds are issued within ten (10) business days of final customer communication
3.2 Legal or Pseudo-Legal Jeopardy
ASP does not cover packages subject to third-party confiscation or withholding and such events shall not be considered loss or theft. This includes, without limitation, packages seized by carriers or law enforcement
- Packages seized, withheld, or retained by family members, roommates, or other third parties
4. Stolen Packages
4.1 What Is Considered Stolen
A package may be considered allegedly stolen only if:
- The carrier marks the package as “delivered,” but the customer alleges non-receipt; or
- The carrier delivers the package to an address other than the address provided by the customer, and the package cannot be reasonably recovered
All stolen package help requests are subject to investigation and approval by Arete staff.
4.2 Filing a Stolen Package Help Request
A five (5) day “wait and see” period applies following the carrier’s delivery confirmation to allow for, without limitation:
- Carrier mis-scans or premature delivery confirmations
- Delayed delivery
- Recovery from a nearby location or neighboring address
After the wait period, help requests must be submitted within thirty (30) days of the carrier’s delivery date.
4.3 What We Don’t Cover (Stolen Packages)
ASP does not cover stolen package help requests involving:
- Packages seized by domestic or foreign law enforcement
- Packages withheld by family members, friends, or roommates
5. Damaged Items
5.1 Damaged Products
While reasonable precautions are taken, carriers may mishandle packages.
To be eligible for coverage:
- Help Requests must be filed within thirty (30) days of delivery
- Verifiable evidence is required, including photographs and/or video
- Damage to external packaging alone does not constitute covered damage
- Coverage is limited to physical damage affecting the product(s) contained within the package
5.2 Product Defects
Due to the wide variety of products sold by Arete.shop, no single definition of “defective” applies. Customers alleging receipt of a defective product must contact Customer Service promptly:
Required information includes, without limitation:
- Order number
- Detailed description of the alleged defect
- Additional documentation including but not limited to photos, videos, etc. may be requested
6. Miscellaneous Policies
6.1 Help Requests Filed Too Late
Help Requests submitted outside the timelines specified herein may be denied without review , at the sole discretion of Arete.shop. Exceptions are rare and not guaranteed.
6.2 Refund vs Replacement
Whether a refund or replacement is issued is determined on a case-by-case basis and at the sole discretion of Arete.shop.
If replacement is not possible due to availability, discontinuation, or limited inventory, a refund may be issued. No additional compensation shall be provided. ASP covers shipped products only and does not cover inconvenience, delay, emotional distress, or perceived loss of value.
6.3 Shipping Delays
Carrier delays, regardless of duration, are not covered under ASP.
Certain UPS services may be subject to carrier-issued guarantees. Customers alleging eligibility must contact Customer Service for guidance:
6.4 Orders Purchased via Payment Installment Services
Customers remain solely responsible for all obligations to payment installment providers, including Affirm, Sezzle, and Afterpay. Refunds issued by Arete.shop do not alter, suspend, or cancel installment agreements.
7. 30-Day Money-Back Guarantee and Return Shipments
Arete offers a 30-day money-back guarantee on unopened products.
Full details are available at:
https://arete.shop/faq
Important
ASP is separate from and does not replace the 30-day money-back guarantee. ASP applies only to shipping-related incidents, including alleged loss, alleged theft, and alleged damage.
Returned shipments from customers to Arete.shop are not covered under ASP. Customers are responsible for insuring return shipments.
8. Subscriptions and Recurring Orders
8.1 Retailer-Curated Subscriptions
(Items vary month-to-month)
- Missing or damaged items may be reordered if available individually
- If unavailable, the full or partial order may be refunded
- Help Requests must be submitted within thirty (30) days of delivery
8.2 Customer-Selected Recurring Orders
- Eligible lost, stolen, or damaged items may be reordered
- Help Requests must be submitted within thirty (30) days of delivery
9. Help Requests Process
9.1 Help Request Submission
- Customers must submit all ASP help requests through the designated help request submission form available on the Arete.shop website. Help Requests submitted through other channels (including email, chat, or social media) may not be reviewed.
- All help request submissions must include accurate and complete information, and may require supporting documentation, including but not limited to photographs, video evidence, or written statements.
- Submission of a help request does not guarantee approval.
9.2 Help Request Review
- Upon submission, all help requests are reviewed by Arete.shop for eligibility, accuracy, and compliance with ASP terms and conditions.
- Arete.shop will notify the customer of the help request determination—approval or denial—via email using the contact information associated with the order. Review timelines may vary depending on the nature of the help request and the information provided.
- Arete.shop may request additional information it deems necessary to evaluate the help request, and reserves the right to suspend any determination or refuse to approve a help request based on customers failure to cooperate with such requests.
9.3 Approved Help Requests
- If a help request is approved, Arete.shop will determine the appropriate resolution (i.e. replacement or refund) at its sole discretion. In most cases, approved help requests will be resolved through replacement of the affected item(s), subject to product availability.
- If replacement is not possible due to inventory limitations, discontinuation, or other factors, Arete.shop may issue a refund instead. No additional compensation will be provided beyond replacement or refund of the affected item(s). Refunds will be issued in the same form of payment within 7 business days of the final decision.
9.4 Denied Help Requests and Reconsideration
- If a help request is denied, the customer will be notified via email and may submit a new help request if they believe the denial resulted from an error, omission, or newly available information.
- Submission of a subsequent help request does not guarantee a different outcome. All reconsidered help requests remain subject to review and final determination at the sole discretion of Arete.shop.
9.5 Final Determination
- All help request determinations made by Arete.shop are final. Arete.shop reserves the right to deny any help request that does not meet ASP eligibility requirements or that cannot be substantiated through available information.
10. Notarized Incident Statements
Arete.shop may, in its discretion, require a police report and or a notarized online incident statement as part of the help requests review process.
11. Order Status and ASP Eligibility
ASP does not apply to packages marked as:
- Pre-shipment
- Label created
- Shipment information received
Such packages are considered unshipped. Fulfillment delays may occur due to inventory availability or carrier pickup timing.
Arete.shop processes and ships orders Monday through Friday during normal business hours.
Agree to Policy
1. Overview
Arete Shipping Protection (“ASP”) is an optional service offered by Arete.shop that provides added shipping protection for eligible domestic orders. When ASP is selected at checkout, customersmay receivecoverage for loss, theft, or damage that occurs during transit, in accordance with the terms outlined below.
If a shipping or delivery issue occurs, customers can submit a help request through our resolution process. Each help request is reviewed to confirm eligibility and determine the appropriate outcome.
ASP applies to the shipping-related scenarios described in this policy. We recommend reviewing the full policy for additional details before submitting a help request.
2. What We Cover
2.1 Lost Packages (USPS)
A USPS package may be deemed lost in transit only if all of the following conditions are met:
- The carrier has not marked the package as “delivered”; and
- Seven (7) calendar days have elapsed since the last tracking status update.
Help Request Deadline
Help Requests must be submitted within thirty (30) days of the last tracking update. Help Requests submitted outside this period may be denied without review.
2.2 Lost Packages (UPS)
A UPS package may be deemed lost in transit only if all of the following conditions are met:
- Seven (7) calendar days have elapsed since the last estimated delivery date and time provided by the carrier; and
- No subsequent delivery attempt or tracking update has been recorded.
Help Request Deadline
Help Requests must be submitted within thirty (30) days of the last tracking update.
2.3 Partial Deliveries and Multi-Package Shipments
Arete.shop orders are inspected for accuracy prior to shipment. Unless there is verifiable evidence of package tampering , ASP does not cover items alleged to be missing from a delivered package.
For orders shipped in multiple packages:
- Each package is treated as a separate shipped entity
- The delivery, delay, or loss status of one package shall not affect the status of any other package
- A package shall not be deemed lost until it independently satisfies the applicable carrier loss criteria
Example (Illustrative Only):
If an order ships in two packages via USPS and only one package is delivered, the undelivered package is not considered lost unless and until USPS loss criteria are satisfied.
Carriers may deliver packages from the same shipment at different times. Such delivery variances are outside the control of Arete.shop and do not constitute loss.
3. Lost Packages: What We Don’t Cover
3.1 Invalid Address, Delivery Barriers, or Refused Deliveries
ASP does not apply to delivery failures resulting from, without limitation:
- An invalid, incomplete, or undeliverable address provided by the customer
- Delivery barriers, access restrictions, or other conditions encountered by the carrier
- Refusal of delivery by the recipient or any third party at the delivery location
If a package is returned to Arete.shop by the carrier for any reason, Arete.shop may, at its sole discretion , offer one of the following remedies.
Reshipment Option
- Customer is responsible for all additional shipping and handling fees
- Promotional free shipping applies once per order only
- Reshipped orders are not eligible for free shipping if the original order qualified for a free shipping promotion
Restocking Option
- If items are suitable to be returned to inventory, Arete.shop may restock the item and issue a prorated refund
- Processing, restocking, and original shipping fees may be deducted
- Refunds are issued within ten (10) business days of final customer communication
3.2 Legal or Pseudo-Legal Jeopardy
ASP does not cover packages subject to third-party confiscation or withholding and such events shall not be considered loss or theft. This includes, without limitation, packages seized by carriers or law enforcement
- Packages seized, withheld, or retained by family members, roommates, or other third parties
4. Stolen Packages
4.1 What Is Considered Stolen
A package may be considered allegedly stolen only if:
- The carrier marks the package as “delivered,” but the customer alleges non-receipt; or
- The carrier delivers the package to an address other than the address provided by the customer, and the package cannot be reasonably recovered
All stolen package help requests are subject to investigation and approval by Arete staff.
4.2 Filing a Stolen Package Help Request
A five (5) day “wait and see” period applies following the carrier’s delivery confirmation to allow for, without limitation:
- Carrier mis-scans or premature delivery confirmations
- Delayed delivery
- Recovery from a nearby location or neighboring address
After the wait period, help requests must be submitted within thirty (30) days of the carrier’s delivery date.
4.3 What We Don’t Cover (Stolen Packages)
ASP does not cover stolen package help requests involving:
- Packages seized by domestic or foreign law enforcement
- Packages withheld by family members, friends, or roommates
5. Damaged Items
5.1 Damaged Products
While reasonable precautions are taken, carriers may mishandle packages.
To be eligible for coverage:
- Help Requests must be filed within thirty (30) days of delivery
- Verifiable evidence is required, including photographs and/or video
- Damage to external packaging alone does not constitute covered damage
- Coverage is limited to physical damage affecting the product(s) contained within the package
5.2 Product Defects
Due to the wide variety of products sold by Arete.shop, no single definition of “defective” applies. Customers alleging receipt of a defective product must contact Customer Service promptly:
Required information includes, without limitation:
- Order number
- Detailed description of the alleged defect
- Additional documentation including but not limited to photos, videos, etc. may be requested
6. Miscellaneous Policies
6.1 Help Requests Filed Too Late
Help Requests submitted outside the timelines specified herein may be denied without review , at the sole discretion of Arete.shop. Exceptions are rare and not guaranteed.
6.2 Refund vs Replacement
Whether a refund or replacement is issued is determined on a case-by-case basis and at the sole discretion of Arete.shop.
If replacement is not possible due to availability, discontinuation, or limited inventory, a refund may be issued. No additional compensation shall be provided. ASP covers shipped products only and does not cover inconvenience, delay, emotional distress, or perceived loss of value.
6.3 Shipping Delays
Carrier delays, regardless of duration, are not covered under ASP.
Certain UPS services may be subject to carrier-issued guarantees. Customers alleging eligibility must contact Customer Service for guidance:
6.4 Orders Purchased via Payment Installment Services
Customers remain solely responsible for all obligations to payment installment providers, including Affirm, Sezzle, and Afterpay. Refunds issued by Arete.shop do not alter, suspend, or cancel installment agreements.
7. 30-Day Money-Back Guarantee and Return Shipments
Arete offers a 30-day money-back guarantee on unopened products.
Full details are available at:
https://arete.shop/faq
Important
ASP is separate from and does not replace the 30-day money-back guarantee. ASP applies only to shipping-related incidents, including alleged loss, alleged theft, and alleged damage.
Returned shipments from customers to Arete.shop are not covered under ASP. Customers are responsible for insuring return shipments.
8. Subscriptions and Recurring Orders
8.1 Retailer-Curated Subscriptions
(Items vary month-to-month)
- Missing or damaged items may be reordered if available individually
- If unavailable, the full or partial order may be refunded
- Help Requests must be submitted within thirty (30) days of delivery
8.2 Customer-Selected Recurring Orders
- Eligible lost, stolen, or damaged items may be reordered
- Help Requests must be submitted within thirty (30) days of delivery
9. Help Requests Process
9.1 Help Request Submission
- Customers must submit all ASP help requests through the designated help request submission form available on the Arete.shop website. Help Requests submitted through other channels (including email, chat, or social media) may not be reviewed.
- All help request submissions must include accurate and complete information, and may require supporting documentation, including but not limited to photographs, video evidence, or written statements.
- Submission of a help request does not guarantee approval.
9.2 Help Request Review
- Upon submission, all help requests are reviewed by Arete.shop for eligibility, accuracy, and compliance with ASP terms and conditions.
- Arete.shop will notify the customer of the help request determination—approval or denial—via email using the contact information associated with the order. Review timelines may vary depending on the nature of the help request and the information provided.
- Arete.shop may request additional information it deems necessary to evaluate the help request, and reserves the right to suspend any determination or refuse to approve a help request based on customers failure to cooperate with such requests.
9.3 Approved Help Requests
- If a help request is approved, Arete.shop will determine the appropriate resolution (i.e. replacement or refund) at its sole discretion. In most cases, approved help requests will be resolved through replacement of the affected item(s), subject to product availability.
- If replacement is not possible due to inventory limitations, discontinuation, or other factors, Arete.shop may issue a refund instead. No additional compensation will be provided beyond replacement or refund of the affected item(s). Refunds will be issued in the same form of payment within 7 business days of the final decision.
9.4 Denied Help Requests and Reconsideration
- If a help request is denied, the customer will be notified via email and may submit a new help request if they believe the denial resulted from an error, omission, or newly available information.
- Submission of a subsequent help request does not guarantee a different outcome. All reconsidered help requests remain subject to review and final determination at the sole discretion of Arete.shop.
9.5 Final Determination
- All help request determinations made by Arete.shop are final. Arete.shop reserves the right to deny any help request that does not meet ASP eligibility requirements or that cannot be substantiated through available information.
10. Notarized Incident Statements
Arete.shop may, in its discretion, require a police report and or a notarized online incident statement as part of the help requests review process.
11. Order Status and ASP Eligibility
ASP does not apply to packages marked as:
- Pre-shipment
- Label created
- Shipment information received
Such packages are considered unshipped. Fulfillment delays may occur due to inventory availability or carrier pickup timing.
Arete.shop processes and ships orders Monday through Friday during normal business hours.
File a Help Request
Use the form below to make a help request. Please include as much detail as possible (e.g., order number, products, or question type) so we can assist you quickly and accurately.
