Last updated November 17, 2024
MILKYWAY X, INC. hereafter "MILKYWAY" provides a Protection policy to package senders and receivers and we reimburse you if your items are damaged or lost during the delivery process because of a Driver’s willful misconduct or negligence. Terms and conditions apply.
For a small fee of $1.99, every delivery request can be covered by our Package Protection policy up to a maximum of $2,000 per delivery based on Package Protection amount in your Milkyway App subscription plan. No matter how many items are in the package this up to $2,000 maximum reimbursement amount is applied for each delivery or return request and you will receive reimbursement based on the Package Protection amount indicated in your Milkyway subscription plan.
This is an optional package coverage policy. To qualify for reimbursement of up to $2,000 per incident, merchants must activate the Package Protection feature after installing Milkyway Shopify App in their Shopify account. The exact reimbursement amount is determined by the merchant's subscription plan. For comprehensive coverage, a fee of $1.99 is applied to each delivery or return service when package protection is enabled.
Terms of the Protection policy
A Sender or Receiver must declare the combined value of all items in the Package at the time of posting the delivery request on the MILKYWAY platform. Any items not listed, or any items listed without a value, will not be covered under this Protection policy. A Sender or Receiver must be able to provide all needed proof of the individual and/or combined value of the item(s) in the Package subject to the Damage/Loss Claim, regardless of the value declared. MILKYWAY will not cover the full cost or expenses to repair on a Damage/Loss Claim without proof of the declared value. MILKYWAY liability to any Sender or Receiver for damage or loss of the items included in a Sender’s Package is always limited to the Sender’s or Receiver's actual, documented costs to repair or replace the item(s) subject to the Damage/Loss Claim. MILKYWAY will not pay on a Damage/Loss Claim without documentation that verifies the replacement or repair cost of the item subject to the Damage/Loss Claim. A Sender has the responsibility to package all items in a Package securely and appropriately based on the level of fragility, risk, and other factors specific to the individual item.
Filing a Claim
Senders/Merchants must file a Damage or Loss Claim within five (5) days of the Package being delivered to their customer. To submit a Damage/Loss Claim, contact MILKYWAY Customer Support by email at support@milkywaydelivery.com and complete the electronic Damage/Loss Claim form and fully cooperate with MILKYWAY Customer Support in investigating the Damage/Loss Claim and shall provide information and documentation as MILKYWAY reasonably requests in connection with the Damage/Loss Claim.
MILKYWAY will have no liability to Sender or Receiver, and no responsibility to pay on a Damage/Loss Claim if Sender and/or Receiver do not reasonably cooperate with MILKYWAY in investigating the Damage/Loss Claim.
Miscellaneous
MILKYWAY may use third-party provider services to manage the claims process. Recovery under the MILKYWAY Protection policy is the Sender’s sole relief and recovery for any claim relating to the damage or loss to items in their Package.
ALL USERS ACKNOWLEDGE AND AGREE THAT MILKYWAY DOES NOT HAVE CONTROL OVER AND HAS NO RESPONSIBILITY FOR ANY DAMAGE TO THE CONTENT(S) OF A PACKAGE OUTSIDE OF THE MILKYWAY PACKAGE PROTECTION POLICY. IN THAT CASE, A DRIVER IS SOLELY RESPONSIBLE FOR IT.
SENDERS OR RECEIVERS SENDING ANY ITEM IN A PACKAGE DO SO AT THEIR OWN RISK. MILKYWAY WILL NOT REIMBURSE ANY SENDER FOR ANY DELIVERY OR RETURN SERVICE OR THE ITEM(S) IN THE PACKAGE OVER MILKYWAY MAXIMUM REIMBURSEMENT LIMIT OF $2,000.
THE MILKYWAY PROTECTION POLICY DOES NOT APPLY TO ANY PROHIBITED ITEM AND UNDER NO CIRCUMSTANCES WILL THE MILKYWAY REIMBURSE ANYONE FOR LOSS OR DAMAGE TO A PROHIBITED ITEM.
