Input wrong address
If you entered the wrong address at the time of order, Extend does not cover this.
Quality control
If you are unsatisfied with their product, Extend is not a product replacement plan and the order issue cannot be approved.
Estimated Delivery Date
After 48 hours has passed from an estimated delivery date given from the carrier, and no delivery or update has been made, Extend will consider the order to be "lost." If there is a shipping update at any point, Extend's 7 day lost minimum supersedes any 2 day estimated delivery date minimum.
Too late to file
Extend can action an order issue that is filed within the bounds of our domestic/international timeline policy. If an order issue is filed outside of this timeline, Extend will deny the order issue according to these policies:
Order issues for packages marked "delivered" yet not received and where there is no evidence of “porch piracy” must be made 5 days after “delivery date” but no longer than 30 days to ensure it was not mis-delivered or easily found around the premises."
Order issues 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 scheduled delivery date for United States domestic shipments (20 days for international shipments, including Canada unless a Canadian merchant is shipping within Canada in which case the 7 day domestic shipment timeline applies) and within 30 days from the last checkpoint.
Expedited shipping hasn't arrived
If your package is delayed for whatever reason, Extend will not cover it. Carriers update their website with expected delays due to inclement weather or other barriers to expected delivery.
If you paid for expedited shipping but the package arrives outside of the expected window, Extend will not cover it.
Payment installment companies
For payment installments (Affirm, etc.), it is your responsibility to pay the payment installment company directly.
Once Extend refunds you for your order, you must pay their installments to the payment installment company directly.
No tracking information
Extend reserves the right to deny order issues where no tracking number/information is available. In these instances, Extend will reach out to Eliteracefab to see if one can be provided..
Package in Pre-Shipment
Extend reserves the right to deny order issues where package tracking is marked as "pre-shipment".
Non-sanctioned shipping address
Extend is based in the United States of America. Due to shipping policies in the US, Extend will not cover issues shipped to countries that are sanctioned by the US. List available here (https://www.treasury.gov/resource-center/sanctions/Programs/Pages/Programs.aspx)
Closed order issues
If a customer does not respond within 5 days, Extend will automatically close the order issues. Customers can open the order issues back up by responding to the original thread.
Didn't want Extend
If your order hasn’t shipped yet, please contact Elite through "CONTACT US" at the top of the page to adjust the order. If the order has already shipped, shipping protection is in effect, and a refund cannot be provided.
Once in effect, the protection cannot be canceled except in cases of fraud, material misrepresentation or non-payment by you. Shipping protection may also be canceled if required by a regulatory authority.
If shipping protection was inadvertently attached to items that are not eligible, please contact Elite through "CONTACT US" at the top of the page directly to cancel your protection and refund the shipping protection fees. If you submit a service request on that item before the shipping protection is canceled, Elite will refund the shipping protection fee less the cost of the service request.
If shipping protection was automatically included in your order by Elite, you may not cancel your protection
If the item has shipped, Extend is already protecting the package and cannot refund you.
If you have any other questions, please call us at 336-900-7223 or email support@eliteracefab.com