Why Delivery Insurance Matters
Purchasing luxury furniture is an investment, and ensuring it arrives in perfect condition is our priority. That’s why we offer comprehensive Delivery Insurance through InsureShield® Shipping Protection, safeguarding your order from loss, damage, and theft.
No matter if you’re receiving a small accessory or a large furniture piece, our coverage ensures peace of mind throughout the shipping process.
What Does Delivery Insurance Cover?
1. Lost Shipments
If your order is lost in transit and cannot be recovered, we will facilitate a replacement or issue a refund.
Tracking information will be used to confirm the lost status before processing claims.
2. Damaged Items
Visible Damage: Report within 48 hours of delivery with photos of the item, packaging, and shipping label.
Concealed Damage: If damage is found after unpacking, file a claim within 90 days.
3. Porch Piracy Protection (Theft After Delivery)
If your package is marked as "delivered" but was not received, you may file a claim.
Proof of non-receipt (e.g., security footage or witness statements) may be required.
How to File a Claim
If you experience any shipping-related issues, follow these steps to file a claim:
Access the InsureShield® Online Portal and log in using your policy number.
Provide shipment details, including tracking number, carrier, and package contents.
Upload supporting documents such as:
Photos of the damaged item
Packaging and shipping label
Invoice or proof of purchase
Submit the claim—processing typically takes 5-7 business days.
💬 Need assistance? Contact our support team for help with your claim.
📌 Check our 👉 Return Policy for additional options.
Claim Denials & Escalation Process
If a claim is denied, customers may request a second review within 14 days by providing additional documentation.
Our customer service team can assist with claim submissions, but final approval is determined by InsureShield®.
Missed Deliveries & Redelivery Fees
To ensure a smooth delivery, please make sure someone is available to receive your order.
FedEx Deliveries → A second attempt will be made the next business day.
Threshold & White Glove Deliveries → You are entitled to one free reschedule if unavailable during the first attempt.
If a second attempt is missed, a $100 redelivery fee will apply.
📌 Tip: Track your shipment closely and plan ahead for delivery!
Customer Responsibilities for a Smooth Delivery
To prevent delays or unexpected costs, please ensure:
Your shipping address is accurate at checkout.
You inspect the package upon arrival and document any damage.
You report shipping issues within the required timeframes.
You monitor shipping updates via email and tracking links.
Shipping Insurance Exclusions
While our delivery insurance provides comprehensive coverage, there are a few exclusions:
Orders that exceed the reporting window (90 days for concealed damage, 48 hours for visible damage).
Minor cosmetic imperfections that do not affect the product's functionality.
Damage caused by improper handling after delivery.
Unattended packages left outside for extended periods, increasing the risk of weather damage or theft.
Final Thoughts
At Sohnne, we are committed to delivering a seamless and worry-free shopping experience. Our collaboration with InsureShield® Shipping Protection guarantees the protection of your investment throughout the entire process.
💬 For any shipping concerns, claims, or assistance with your order, our team is ready to help.
📌 Contact Us via 👉 Live Chat | Email Support