Shipping Protection
Your rug takes weeks to make. A porch pirate can take it in seconds. Shipping Protection makes sure a bad delivery never costs you your order.
What's covered
- Lost: your package never arrives and tracking hasn't moved in 14 days.
- Stolen: tracking says delivered, but your package isn't there.
- Damaged: it shows up torn, cracked or broken.
What we do
We replace it or refund you. A replacement rug goes back on the frame and ships as soon as it's done. A replacement mirror ships on our normal mirror timeline.
How to file a claim
Email theplayaspot@gmail.com within 14 days of your delivery date, or of the last tracking update if your package never arrived. Include:
- Your order number
- Photos of the box and the item, if it arrived damaged
- For a stolen package, a note that you checked with neighbors and your building or front desk
What's not covered
- A wrong or incomplete address entered at checkout
- Delays. Tufting and shipping times are covered in our Shipping Policy.
- Wear and tear after delivery
Skipped protection?
If your order arrives damaged, our Terms of Service still cover a repair or replacement. Shipping Protection adds coverage for lost and stolen packages, plus the option of a refund.
The fine print
Shipping Protection is an optional $10 service from The Playa Spot. It is not insurance. It may be added to your cart for you, and you can remove it anytime before checkout. Once your order ships, the protection fee is not refundable.