iScoot SafeShip Protection Policy
At iScoot, we know how important it is for your order to arrive safely and in perfect condition. That’s why we offer SafeShip — an optional protection plan that gives you extra peace of mind for your purchase.

What is SafeShip?

SafeShip is a premium protection service you can add to your order at checkout or before your order leaves our warehouse. It covers certain incidents during delivery, including damage, theft, and loss, so you can shop with confidence.

Who can use SafeShip?

SafeShip is available to all iScoot customers who:

• Are up to date with any outstanding payments owed to iScoot.
• Haven’t filed a chargeback or dispute against iScoot previously.
• Haven’t been flagged for fraudulent activity in past orders.

What does SafeShip cover?

✅ Lost Packages
If your order is confirmed lost by the delivery service after leaving our warehouse, SafeShip steps in. Lost package claims can be submitted 5 to 30 days after the expected delivery date. We’ll confirm with the delivery service and get a replacement sent to you.

✅ Damage During Delivery
Accidents happen in transit. If your product arrives damaged, SafeShip covers it as long as:

• You report the damage within 3 days of delivery.
• You return the damaged item in its original packaging.
• You provide video and photo proof to info@iscoot.com.au.

Once we receive and inspect the damaged item, we’ll send you a replacement of equal value. Damage caused by improper use or mishandling after delivery is not covered.

✅ Theft / Orders Marked Delivered but Not Received
If your tracking says “delivered” but you didn’t receive your order — and the courier confirms it was delivered to the wrong address despite you providing the correct address — SafeShip covers you. These claims can be submitted 2 to 14 days from the expected delivery date. We may ask for a Police report for any stolen package claims.

What is not covered?

❌ Delays in delivery timelines.
❌ Incorrect addresses provided by the Customer.
❌ Changing the delivery address after dispatch.
❌ Theft from a delivery address if you authorised the courier to leave it unattended.
❌ Damage or loss after you’ve started using the product.
❌ Damage from improper assembly, modification, or misuse.

How do I make a claim?

To file a claim under SafeShip, visit:
SafeShip Claim Form

Please provide:

• Your order number and contact details
• Courier name (if known)
• Delivery date and approximate delivery time
• Photo or video proof for damage claims

We aim to review claims within 2-3 business days. If additional info is needed, it might take a little longer — but we’ll keep you updated.

Replacement Products

Replacements will be the same product or a comparable alternative in the same or newer condition.

How to add or remove SafeShip

• You can add SafeShip at checkout or anytime before your order is dispatched by contacting us.
• Once an order has been dispatched, you cannot add or remove SafeShip.
• SafeShip is optional — if you choose not to add it, your order won’t be covered by this protection plan, and it can’t be added retroactively.

Need help?

We’re here to help! Contact our friendly iScoot team at:
📞 1300 948 605
📧 info@iscoot.com.au

Note: iScoot reserves the right to make updates to the SafeShip policy, including eligibility and coverage, at any time.