RBA Package Protection Terms
Last updated: September 9, 2026
RBA Package Protection is an optional shipping protection service offered and administered directly by RBA Transfers. It is intended to provide customers with an additional and simplified resolution process when an eligible shipment is lost, damaged or stolen during shipping.
RBA Package Protection is not an insurance policy and is not provided by an insurance company or third-party insurer.
These terms apply specifically to the additional benefits provided through RBA Package Protection. Nothing in these terms is intended to limit, waive or replace any rights or remedies that may be available to a customer under applicable consumer protection laws.
1. Eligibility
RBA Package Protection applies only when the protection service has been added to the applicable order and the corresponding charge has been paid.
The protection applies only to eligible merchandise contained in that protected order.
RBA Package Protection cannot be added retroactively after an order has been shipped.
The price of RBA Package Protection will be clearly displayed in the customer's cart before checkout.
By purchasing RBA Package Protection, the customer agrees to these terms.
2. What RBA Package Protection Covers
Subject to these terms, RBA Package Protection may provide protection for the following shipping-related events.
Lost in Transit
A shipment may qualify as lost when tracking confirms that the shipment entered the carrier's network but has not been successfully delivered within a reasonable period and the available information indicates that the package has likely been lost.
A delayed shipment is not automatically considered lost.
RBA Transfers may open an investigation with the shipping carrier and may require a reasonable waiting period for tracking information to update before approving a lost-package claim.
If the carrier confirms that a shipment has been lost, RBA may approve the claim without requiring the full waiting period.
Damaged in Transit
RBA Package Protection may cover eligible merchandise that arrives physically damaged as a direct result of shipping or carrier handling.
Damage must affect the merchandise itself.
Damage limited to a shipping box, poly mailer, stayflat, tube or other packaging material does not qualify as product damage when the merchandise inside remains unaffected and usable.
Customers must retain all damaged merchandise and original packaging until RBA confirms that the items may be discarded.
Stolen Packages
RBA Package Protection may cover eligible shipments that are reasonably believed to have been stolen.
This may include certain situations where carrier tracking indicates that a package was delivered but the customer is unable to locate it.
RBA may require reasonable supporting information before approving a stolen-package claim.
This may include carrier delivery information, confirmation of the shipping address, photographs, video evidence, communication with the carrier or, for certain higher-value or unusual claims, a police report.
3. Resolution of Approved Claims
If a claim is approved under RBA Package Protection, RBA Transfers will resolve the eligible claim, at RBA's discretion, through either:
a replacement or reprint of the eligible affected merchandise; or
RBA store credit for the eligible value of the affected merchandise.
The method of resolution will be determined by RBA Transfers based on the circumstances of the claim, product availability and other relevant factors.
Cash refunds are not a benefit offered through RBA Package Protection, except where a refund or other remedy is required by applicable law.
If only part of an order is affected, the claim resolution will apply only to the eligible affected portion of the order.
When a replacement or reprint is approved, RBA will make reasonable efforts to reproduce or replace the original merchandise using the same products, artwork, sizes, specifications and quantities originally ordered.
If the original merchandise is unavailable, RBA may offer a reasonably comparable replacement or RBA store credit.
RBA will cover standard shipping for an approved replacement shipment.
4. Protected Value
The maximum value of an approved claim is limited to the eligible merchandise value affected by the covered shipping event.
The customer cannot receive more through RBA Package Protection than the eligible value of the affected merchandise.
Unless otherwise required by law, the protected value does not include customs duties, brokerage charges or other third-party fees.
The RBA Package Protection fee itself is not included in the protected merchandise value.
5. Filing a Claim
Customers should contact RBA Transfers as soon as reasonably possible after discovering a shipping issue.
When submitting a claim, customers may be required to provide:
- RBA order number
- Customer name and email address
- Shipping address
- Carrier tracking number
- Description of what occurred
- Photographs or other supporting documentation
- Any additional information reasonably necessary for RBA or the shipping carrier to investigate the claim
Incomplete claims may require additional information before they can be reviewed.
6. Damaged Shipment Claims
For damaged shipments, customers should contact RBA within 7 calendar days of delivery.
Customers should provide clear photographs showing the damaged merchandise, the exterior shipping package, the shipping label and, where applicable, the interior packaging.
Do not discard damaged merchandise or packaging while a claim is being reviewed.
RBA may require the merchandise or packaging to be retained while RBA or the shipping carrier investigates the damage.
7. Lost Shipment Claims
If a shipment has not arrived, customers should first review the carrier tracking information.
A package will not automatically be considered lost simply because it has exceeded an estimated delivery date.
RBA may require time for carrier tracking to update or may contact the carrier to begin an investigation.
Customers should contact RBA when a tracked shipment has materially exceeded its expected delivery timeframe.
RBA may determine that a package qualifies as lost based on carrier confirmation, tracking information and the circumstances surrounding the shipment.
8. Packages Marked Delivered but Not Received
If tracking indicates that a shipment was delivered but the customer cannot locate it, the customer should first reasonably check the delivery location.
This may include checking around the property, with members of the household, employees, neighbours, building management, reception desks or other appropriate delivery locations.
Customers should also confirm that the shipping address on their order was correct.
RBA may ask the customer to allow a short period for a premature or incorrect carrier delivery scan to resolve.
If the package still cannot be located, RBA may investigate the delivery with the carrier before approving the claim.
9. What Is Not Covered
RBA Package Protection does not provide additional protection for losses or damage caused by or relating to:
- An incorrect or incomplete address provided by the customer
- Customer-requested carrier redirects when the redirect contributed to the loss
- Failure or refusal to collect a package
- Refused shipments
- Ordinary shipping delays where the package is ultimately delivered
- Customs delays
- Customs seizures
- Duties, taxes, brokerage charges or import fees
- Damage occurring after successful delivery
- Improper storage or handling after delivery
- Minor cosmetic damage to shipping packaging when the merchandise is unaffected
- Product manufacturing concerns unrelated to shipping
- Artwork issues unrelated to shipping
- Heat pressing, application or installation errors
- Damage caused while applying DTF, UV DTF or other RBA products
- Merchandise not originally included in the protected order
- Fraudulent, intentionally misleading or materially inaccurate claims
- Losses for which the customer has already received full compensation from another party
- Other circumstances reasonably determined not to have resulted from an eligible shipping event
Product defects, printing concerns and order-production issues that are unrelated to shipping will continue to be handled under RBA Transfers' applicable order, refund and product policies.
10. Untracked Shipping
RBA Package Protection should only apply to shipping methods that provide appropriate shipment tracking.
I recommend that you exclude Stamp Mail and any other untracked shipping method from RBA Package Protection.
The policy wording would be:
RBA Package Protection does not apply to Stamp Mail or other untracked shipping methods unless RBA Transfers expressly states otherwise at the time of purchase.
That gives you actual evidence that a protected package entered the carrier network.
11. Incorrect Shipping Addresses
Customers are responsible for reviewing and confirming their shipping address before completing an order.
If an address error is discovered, the customer should contact RBA immediately.
RBA cannot guarantee that shipping information can be changed after an order has been processed or transferred to the carrier.
Where an incorrect or incomplete address supplied by the customer causes or materially contributes to a shipment being lost, misdelivered or returned, the claim may not qualify for the additional benefits of RBA Package Protection.
12. Carrier Investigations
RBA Transfers may contact the shipping carrier as part of its review of a protection claim.
Customers agree to reasonably cooperate with RBA and the carrier during an investigation.
RBA may request reasonable supporting documentation or wait for relevant carrier information before making a claim decision.
13. Fraud and Abuse
RBA Package Protection does not cover fraudulent, fabricated or intentionally misleading claims.
RBA may deny a claim where available evidence reasonably indicates fraud, abuse or material misrepresentation.
Submitting altered documents, false photographs, false statements or intentionally misleading information may result in the claim being denied.
RBA may also restrict future participation in RBA Package Protection where there is reasonable evidence of repeated abuse of the program.
14. Duplicate Compensation
Customers cannot receive duplicate compensation for the same loss.
If a customer receives a replacement or store credit from RBA Package Protection and later receives compensation for the same merchandise from the carrier, another protection provider or another party, the customer agrees to reasonably cooperate with RBA in resolving the duplicate compensation.
15. Repeated Claims
RBA may perform additional verification when multiple loss, damage or theft claims are associated with the same customer, address or account.
Additional verification does not automatically mean that a legitimate claim will be denied.
For future orders, RBA may require signature confirmation or another secure shipping option where reasonably necessary.
16. Orders Without RBA Package Protection
RBA Package Protection is optional.
Customers who do not purchase RBA Package Protection will not receive the additional replacement or store-credit benefits provided specifically through this program.
Choosing not to purchase RBA Package Protection does not eliminate or reduce any rights or remedies that cannot legally be waived under applicable consumer protection laws.
17. Changes to RBA Package Protection
RBA Transfers may modify the RBA Package Protection program or these terms from time to time.
The terms applicable at the time the protection service is purchased will apply to that order.
Changes made after an order is placed will not retroactively reduce the protection purchased for that order.
18. Governing Rights
Nothing in these terms is intended to exclude, restrict or waive any right, remedy, warranty or protection that cannot legally be excluded or waived under applicable law.
If any portion of these terms conflicts with a mandatory legal requirement, the applicable legal requirement will prevail to the extent of that conflict.
19. Contact RBA Transfers
For questions or to submit an RBA Package Protection claim, contact:
RBA Transfers
Email: info@rbatransfers.com
Website: rbatransfers.com
Please include your order number and tracking number when contacting us about a shipment.