At LoveScotch.com, we take great care when packing and shipping alcoholic beverages. Because alcohol shipments are regulated and require adult signature at delivery, this Shipping Protection Policy explains what is covered, what is not covered, and how to report a shipping issue.
Shipping protection applies only to orders that include Shipping Insurance purchased at the time the order was placed. Orders that do not include Shipping Insurance are shipped at the buyer’s risk, including any loss, theft, damage, misdelivery, or carrier-related issue after the package has been accepted by the carrier.
What Shipping Protection Covers
Subject to the terms below, shipping protection may cover:
- Packages lost while in carrier custody.
- Bottles, cans, or containers broken during transit.
- Leakage caused by transit damage.
- Missing contents from a damaged package.
- Theft or misdelivery confirmed by the carrier.
- Non-delivery when the carrier confirms the package cannot be located.
If a covered claim is approved, we may offer a replacement, refund, store credit, or other resolution, depending on product availability, shipping laws, and the circumstances of the claim.
What Shipping Protection Does Not Cover
Shipping protection does not cover:
- Orders that did not include Shipping Insurance at the time the order was placed. Such orders are shipped at the buyer’s risk.
- Failed delivery because no adult 21 or older was available to sign.
- Refused deliveries.
- Failed age verification.
- Incorrect, incomplete, or undeliverable addresses provided at checkout.
- Packages returned to sender after missed delivery attempts.
- Shipping delays caused by weather, carrier disruptions, incorrect address information, regulatory holds, or other events outside our control.
- Cosmetic damage to outer packaging that does not affect the product.
- Label scuffs, capsule wear, sediment, cork condition, ullage, or other normal characteristics of alcoholic beverages.
- Taste, aroma, vintage variation, oxidation, or product preference issues not directly caused by covered transit damage.
- Damage after delivery.
- Orders packed or shipped by the customer or an unauthorized third party.
- Claims submitted after the required claim window.
Adult Signature Requirement
All alcohol shipments require an adult signature at delivery. The recipient must be at least 21 years old and may be required to show valid government-issued photo identification.
Shipping protection does not cover missed deliveries, returned packages, or delivery failures caused by the recipient being unavailable or unable to complete age verification.
Temperature and Weather Holds
Alcoholic beverages can be sensitive to heat and cold. During periods of extreme weather, we may delay shipment to help protect product quality.
Unless temperature protection is specifically included in writing, shipping protection does not cover damage caused by heat, cold, freezing, weather delays, or exposure after delivery.
How to Report a Shipping Issue
If your order arrives damaged, leaking, missing items, or does not arrive, please contact us as soon as possible at Hello@LoveScotch.com
Please include:
- Your order number.
- A description of the issue.
- Photos of the damaged item, shipping box, inner packaging, shipping label, and all packing materials.
Please keep the damaged product and all packaging until your claim is resolved. We may need the original packaging to review the claim with the carrier or insurer.
Claim Deadlines
Claims must be reported within the following timeframes:
- Damaged, leaking, or missing items: within 3 days (72 hours) of delivery.
- Theft or misdelivery: within 3 days (72 hours) of carrier-confirmed delivery.
- Lost package: within 7 days after the last carrier scan or expected delivery date.
Claims submitted after these deadlines may not be eligible for coverage.
Claim Resolution
Approved claims may be resolved through replacement, refund, store credit, or reimbursement, at our discretion. Replacement shipments are subject to product availability, legal shipping restrictions, carrier availability, adult signature requirements, and weather conditions.
We reserve the right to deny claims that are incomplete, unsupported by documentation, submitted late, or inconsistent with carrier records.
Legal Shipping Restrictions
Alcohol shipping laws vary by location. We reserve the right to cancel, delay, or refuse any order or shipment that cannot legally be fulfilled.
Policy Changes
We may update this Shipping Protection Policy from time to time. The policy in effect when your order ships will apply to that shipment.
Need Help?
If you have questions about shipping protection or need help with a shipment, please contact us at Hello@LoveScotch.com
