Guide Package Protection

What is Guide Package Protection

Guide is a shipping insurance company we use, that covers packages that are lost, stolen, or damaged in transit. 

Guide Policy

Marked As Delivered (Stolen) 

• Issues can be approved no earlier than 3 and no later than 15 days from when it was marked delivered  
• Orders over $500 USD require a police report 

 Stuck In Transit (Lost) 

• Issues can be approved no earlier than 7 days and no later than 30 days from the last update (US), 60 days from order date Issues can be approved no earlier than 20 days and no later than 30 days from the last update (International), 60 days from order date 

 Damaged 

• File issues for damaged items with photos of the package and item (required) and no later than 15 days from when it was marked delivered. 

 What if my order never arrives or is stolen? 

• To protect your order against loss or theft, add Guide package protection at checkout. 
• When you add Guide Protect, you can easily file an issue for a lost, stolen, or damaged package. When you file an issue, it will be reviewed for approval for a reorder or refund within 1-2 business days. 

 What if my order is damaged? 

• To protect your order against damage that occurred during shipping, add Guide Protect (package protection) at checkout. 
• When you add Guide Protect at checkout, you can easily file an issue for a lost, stolen, or damaged package. When you file an issue, it will be reviewed for approval for a reorder or refund within 1-2 business days. 
• If your order has defects or you suspect it was damaged during manufacturing, please reach out to us at [e-mail] and we will be happy to work with you to remedy the situation. 

 How do I file a shipping issue for my lost, stolen or damaged order? 

• If you insured your order with Guide Protect at checkout, you will receive a confirmation email from Guide with a link to file a shipping issue. 
• You can also file a shipping issue on Guide’s app or via the web here. https://app.guideprotection.com/

 Does Guide Protect cover stolen items? 

• Yes! When you insure your orders with Guide Protect, stolen items are eligible for reorders or refunds. 

Get in touch with Mi-One® Brands
Customer Service Hours:
Mon - Fri 8AM - 5PM (AZT)
Email us at [e-mail] 
Call us at 1-800-768-9982