Navidium Shipping Protection

Navidium is Shipping Insurance Protection that, when added to your order, protects your order against loss, theft, or any damage during transit.

You can file a claim HERE or by emailing our customer support team at info@madebymary.com. Please provide the following information: First Name, Last Name, Order Number, Shipping Address, and any additional information that our team may find helpful. 

For lost or stolen packages: Claims must be submitted no sooner than 7 days prior to the most recent tracking update or deliver date and no later than 30 days from the most recent tracking update or delivery date. 

For damaged items: Claims must be submitted within 15 days from the delivery date. 

A shipment that states "delivered" by the carrier that has not arrived to the address provided at checkout. 

A shipment that appears to be lost by the carrier where the status has not updated and is not marked as "delivered."

Invalid or incorrect addresses are NOT considered 'lost' as the carrier was unable to deliver. In most cases, these will be returned to our studio, at which point our customer support team will reach out via email and can re-ship your package to a valid address. 

A shipment with items that were broken or damaged upon arrival. 

Part of the order is missing due to the package being opened or tampered with in transit. 

For lost or stolen packages: Claims must be submitted no sooner than 7 days prior to the most recent tracking update or deliver date and no later than 30 days from the most recent tracking update or delivery date. 

For damaged items: Claims must be submitted within 15 days from the delivery date. 

While Navidium Shipping Protection is final sale, we gladly accept returns and exchanges on unworn, non-custom pieces within 14 days of delivery. 

For more information or to submit a return or exchange request, please click HERE

If I purchase without Navidium Shipping Protection will you cover my order in case of loss, theft or damage?

• No, by opting out of shipping protection, Made by Mary is exempt of liability in case of loss, theft or damage and is not responsible for reshipping your package or providing a refund.

I didn’t want Navidium Shipping Protection on my order. Can you refund me?

• Navidium Shipping Protection is final sale and cannot be refunded.

I think my order is lost; there hasn’t been an update in a few days. Can I submit a claim?

• We reserve the right to classify your package as being delayed and may wait 7-14 days for an update if there are known delays due to weather, holidays, etc that may be out of our control.

*Our team may ask for additional information regarding your order to confirm the validity of your claim. They also reserve the right to deny a claim if found to be fraudulent.