The Fueled UTV (optional) Package Protection covers lost, stolen, and damaged items that fit the following criteria. Review the policies to understand what lost, stolen, and damaged items Fueled UTV will cover.
If Package Protection is not selected, Fueled UTV is not liable for damaged, lost, or stolen packages.
When refunding an item, Fueled UTV covers the subtotal of the order to include items purchased, taxes, and the originally purchased package protection. Shipping costs are not included.
When replacing an item, Package Protection covers the subtotal of the order, shipping costs, and taxes.
Lost Items Policy
Packages presumed to be lost
- Cases 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 last tracking update for United States domestic shipments and within 30 days from the last update.
Only part of the order delivered
- If a single order is being shipped in multiple packages and one package does not arrive, Package Protection will cover the order issue and replace or refund the value of the undelivered package.
Packages labeled “return to sender”
- Package Protection does not cover packages labeled return to sender because the order has been sent back to the retailer. Items are returned to sender when a customer provides an invalid or undeliverable address or refuses a delivery.
Order issue filed too soon
- If the customer is filing a case the same day that the package was marked as delivered, at our discretion we may ask you to wait 2-3 business days. Carriers (FedEx, USPS, UPS, DHL, etc.) sometimes prematurely mark the package as delivered when it’s still in transit.
Stolen Items Policies
Delivered but missing package
Fueled UTV Package Protection may require a police report when the customer’s package is marked as delivered and filing a case.
- Customer files the police report and includes an explanation that the order had Package Protection, protected the customer’s package that has been stolen. To process the case Fueled UTV is requiring a police report.
- Send an email to info@fueledutv.com including a brief description, the police report PDF, and order number.
Upon request, we may require additional documentation (e.g. proof of identity, address, etc.).
Note: Depending upon the jurisdiction, a false police report may be charged as a misdemeanor or a felony
**Cases for packages marked “delivered” yet not received are considered as stolen and must be filed 7 days after “delivery date” but no longer than 15 days to ensure it was not misdelivered or easily found around the premises.
Filing a police report
- On orders over $100, Fueled UTV requires evidence of the police report
- Upon request, Fueled UTV may require additional documentation (e.g. proof of identity, address, notary, etc.).
Damaged Items Policies
- The customer may need to send damaged items back to Fueled UTV, in that case a return shipping label will be provided.
Damaged items
- A damaged item is considered to be a broken product that is unusable, clearly fractured, shattered, bent (if not bendable), crushed, etc.
- Package Protection does not cover cosmetic damage (scratches, dents, etc.), manufacturing damages, packaging errors, or unsealed items. At our discretion, we may offer a partial refund depending on the severity of the cosmetic damage.
- Package Protection requires further evidence of the customer’s damaged item (i.e. photos, etc.).
General Policies
Input wrong address
- Package Protection does not cover a shipment being shipped to the incorrect address if the customer input the address in error.
- Customer will need to reach out to Fueled UTV to remedy any incorrect address.
Quality control
- Package Protection is not a product replacement plan, any order issue pertaining to quality control will not be approved.
- If you are unsatisfied with a product, please see our standard return policy.
Expedited shipping hasn’t arrived
- Package Protection does not cover any type of shipping delays.
- Carriers update their website with expected delays due to inclement weather or other barriers to expected delivery.
- If the customer paid for expedited shipping but the package arrives outside of the expected window, Package Protection will not cover it. However, you can reach out to us directly as this may be covered by the carrier.
Closed order issues
- If a customer does not respond within 7 days, Fueled UTV will automatically close the case. Customers can open the case back up by responding to the original thread.
- If a customer does not respond back after 30 days the case will be considered closed and will not re-opened.