Shipping Isurance

Shipping Insurance

What Is Shipping Insurance?

To enhance your shopping experience, we offer optional Shipping Insurance for each order. If selected at checkout, a small fee (3% of your cart subtotal) will be added to your order to provide additional protection during transit.

What’s Covered

Shipping Insurance covers the following situations:

Lost packages in transit (e.g., tracking shows “in transit” or “delivered” but the customer did not receive the package)
Packages stolen after delivery (e.g., marked "delivered" but taken from the porch or mailbox)
Products damaged during transit (e.g., items arrive broken, bent, or otherwise unusable due to shipping issues)

Compensation

If your claim is approved, we will:

Send a one-time free replacement of the affected item(s)
If the item is out of stock, we’ll offer an equivalent replacement or a full refund

What’s Not Covered

Shipping Insurance does not cover:

Incorrect or incomplete shipping addresses provided by the customer
Orders that are refused, unclaimed, or returned to sender
Orders that did not include Shipping Insurance at checkout

How to File a Claim

To file a claim for a lost, stolen, or damaged shipment, contact us within 15 days of the shipping date and include the following:

Your order number
Tracking number or a screenshot of your shipping confirmation
Photos of any damaged items (if applicable)

Got a question?

WE GOT YOUR BACK. 🫶

We check messages often, so contact us by chat 💬, email 📧, or phone 📞.
We love hearing from you! Hint: chat gets priority support. 🔥

Chat with us by clicking the message icon in the bottom left corner or contact us through another option below:
(423) 590-ACES (2237)
customerservice@acesefi.com

Our customer support is available Monday to Friday: 9:00 AM - 5:00 PM EST

Do you ship internationally?

You bet! Just keep in mind that for international orders, we do not currently collect duties and taxes at checkout. You would need to pay these fees before our shipping partner delivers it to you, and they would reach out to you before delivery with a secure payment link.

Don't want to worry about duties and import taxes? Reach out to us to see if we have a reseller in your area, and we can help hand over the transaction to them for an even faster purchase!

How long will it take to get my order?

It depends on where you are on the sphere, but here is how it generally works.

Orders are fulfilled first-come, first-served, usually within 1-2 business days, except during the peak holiday season, where they can definitely take longer due to order volume. (Orders placed after 4:00 PM EST are typically fulfilled the following business day.)

Once your order is packed up and on its way, our shipping partners take over. How quickly it arrives depends on the delivery option you chose at checkout.

Note: You can always pick up your order at our Chattanooga location, but make sure you call us at least 1 hour in advance so we can make sure it's ready for you in time :)

My question isn't listed :(

We got you! Give us a call or shoot us a message, and we will be glad to answer any questions you might have!

Our customer support is available Monday to Friday: 9:00 AM - 5:00 PM EST