1Filing an Order Claim

An order claim may be submitted when a shipment is carrier-verified as lost in transit, delivered to the wrong address, damaged during transit, or delivered with one or more products missing from the package.

Depending on eligibility under Southern Aminos policy terms, an approved claim may result in a refund, replacement, store credit, partial resolution, or another resolution determined by Southern Aminos.

2Lost Package Claims

A shipment may become eligible for a lost-package claim only when one of the following conditions is met:

• There has been no tracking update for at least 5 business days after the most recent carrier scan or tracking event.
• At least 72 business hours have passed after the carrier's estimated delivery date and there has been no new tracking status or delivery update.

3Confirmed Delivery, Theft & Missing Packages

Once the carrier confirms delivery, Package Protection Coverage ends for theft and delivered-but-not-received claims.

Carrier-confirmed delivery may be established through tracking updates, delivery scans, GPS data, delivery photographs, signatures, mailroom acceptance, front-desk acceptance, concierge receipt, or other carrier documentation.

Customers may still contact the carrier or local law enforcement regarding suspected theft. However, filing a carrier report, police report, affidavit, or other report does not create Package Protection eligibility after confirmed delivery.

4Products Damaged in Transit

When an item arrives visibly damaged in transit, the customer must submit clear evidence showing the condition of the shipment and product.

• Provide clear, well-lit, in-focus photographs of the exterior packaging.
• Provide photographs or video of the damaged product, vial, label, and protective packaging.
• Retain all packaging, labels, products, and shipping materials until the claim is resolved.
• Submit the claim within the applicable filing period stated by Southern Aminos.

5Package Protection Limitations

Package Protection Coverage does not apply in the following circumstances:

• The customer entered an incorrect, incomplete, or undeliverable address at checkout.
• The shipment was refused, unclaimed, inaccessible, or returned to sender because of recipient or delivery-location circumstances.
• The package was delivered to an unsecured location, including a porch, front door, apartment hallway, mailroom, concierge desk, lobby, reception area, or other publicly accessible location.
• The recipient was unavailable to receive or retrieve the shipment because of travel, absence, scheduling, or any other reason.
• The carrier confirms delivery through tracking, GPS data, a delivery scan, photograph, signature, or other delivery evidence.
• The customer authorized, knowingly permitted, or failed to prevent delivery to an unsecured location.
• A delivered-package claim is submitted before the required waiting period or after the applicable claim deadline.

6Product Handling, Storage & Use Exclusions

Claims will be denied when the reported issue results from customer handling, storage, preparation, or use, including:

• Breaking, removing, damaging, puncturing, or altering the vial seal or rubber stopper.
• Damage caused while removing the vial cap.
• Dropping, crushing, mishandling, or otherwise damaging the product after delivery.
• Exposure to excessive heat, freezing conditions, improper storage, or unsuitable handling conditions.
• Any issue arising during or after reconstitution.
• Any product that has been opened, used, prepared, altered, or reconstituted.

7Claim Review & Final Determination

Southern Aminos may review carrier tracking, GPS records, delivery photographs, signatures, fulfillment records, packing documentation, customer evidence, prior claim history, and any other relevant information.

Southern Aminos may approve, deny, limit, or request additional evidence for any claim. A replacement shipment, when authorized, may require adult signature confirmation at delivery.