Effective Date: December 20, 2025
Administered By: MAGMA Fitness and/or its designated claims administration partners (“the Claims Administrator”, “we,” “us,” “our”)
Internal Reference Name: Package Protection Program
Shipping Protection covers the shipment and its contents, not the delivery location, property, or surroundings.
1. Lost Item Policies
1.1 Lost in Transit
Orders Delivered Within Canada
A package is considered lost if:
- The carrier has not delivered the package 7 days after the expected delivery date, OR
- Tracking shows no movement for 7 consecutive days, OR
- The carrier officially declares the shipment lost.
Orders Delivered Outside of Canada
A package is considered lost only after it has cleared customs, AND one of the following applies:
- The carrier has not delivered the package 10–14 days after customs clearance, OR
- Tracking shows no movement for 10–14 consecutive days after customs clearance, OR
- The carrier officially declares the shipment lost after clearance.
1.2 Partial Delivery
A “partial delivery” occurs when an order ships in multiple packages and one or more arrive before the others. This is normal and does not mean the shipment is lost.
A missing package in a multi-box shipment is considered lost only if it meets the Lost in Transit criteria for its destination.
2. Stolen Item Policies
2.1 Stolen After Delivery
A package may be considered stolen if:
- The shipment is marked “Delivered” by the carrier but was not received, AND
- The address provided at checkout is accurate, AND
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A claim is filed within 5 days of the delivery date.
We may wait up to 5 additional days to allow time for neighbours to return misdelivered items.
For high-value shipments, we may request additional verification such as an affidavit or police report.
3. Damaged Item Policies
3.1 Damaged Items
A product is considered damaged if it arrives with physical damage affecting appearance or function that occurred during shipping.
To file a damage claim:
- The claim must be submitted within 5 days of the courier marking the package as “Delivered,” AND
- The customer must provide clear photos of:
- The damaged item
- The outer packaging
- The inner packaging
- The shipping label
- Any serial number or identifying marks (if applicable)
What is considered “damage”:
- Dents, cracks, bends, or broken components
- Significant cosmetic damage that meaningfully affects product appearance or value
- Damage caused during transit
What is NOT considered damage:
- Minor scratches, scuffs, dust, or marks that do not affect use or performance
- Damage caused by customer assembly errors
- Damage caused by improper use, misuse, or modification
- Normal finish variations or minor powder-coat blemishes that do not affect function or structural integrity
Minor cosmetic marks may not qualify as damage. We will assess cosmetic claims on a case-by-case basis to ensure a fair and reasonable resolution.
3.1.1 Resolution for Damaged Items
Depending on the damage, we may provide:
- Replacement of the entire item
- Replacement of a damaged part or component
- A partial refund (for cosmetic-only damage)
- A full refund only if a suitable replacement is unavailable
Refunds, replacements, and partial resolutions are not guaranteed and depend on product availability, claim history, and evidence provided.
3.1.2 Freight / LTL Deliveries (Heavy Equipment)
For freight shipments:
- Customers must inspect the shipment at delivery when packaging is accessible.
- If visible damage is present and a signature is required, customers should note the damage on the Bill of Lading (BOL) or delivery receipt before signing.
- If no signature is required or the driver does not allow inspection, customers must take photos of the packaging and notify us immediately.
- Customers should accept the delivery, even if damage is present. Noting or documenting the damage allows us to file a freight claim and send replacement parts or a replacement unit as needed.
- Customers must report any damage to us within 5 days of delivery and provide photos of the product and packaging.
Do NOT refuse delivery unless instructed by us.
Unauthorized refusals may result in additional freight charges and delayed resolution.
4. Program Limits
4.1 Coverage Limit Per Order
Shipping Protection covers up to the product value at the time of purchase, excluding:
- Taxes
- Shipping Protection fees
- Shipping charges
- Service fees
4.2 Maximum Payout Per Customer
We may limit or deny Shipping Protection coverage based on:
- Claim history
- Risk assessment
- Evidence provided
- Product availability
Excessive or repeated claims may result in denial of future coverage.
4.3 Non-Transferable
Coverage applies only to the original purchaser and the delivery address used at checkout. It cannot be transferred or extended.
4.4 Program Abuse or Fraud
Claims that appear fraudulent, inconsistent with tracking data, or abusive may be denied. We may require additional documentation (e.g., police report, affidavit).
4.5 Replacement Stock Availability
If a replacement item or part is unavailable, we may issue a refund or store credit at our discretion.
5. What Shipping Protection Does NOT Cover
Shipping Protection does not apply to:
- Incorrect or incomplete shipping addresses
- Refused, returned, or undeliverable packages
- Shipments returned to sender due to unsuccessful delivery attempts
- Orders where Shipping Protection was not purchased
- Items stolen after successful delivery to the correct address (e.g., theft after retrieval from a mailbox, lobby, or porch)
- Damage that occurs after delivery, including:
- During assembly or installation
- Moving the product indoors
- Improper storage, weather exposure, or moisture
- Any damage occurring after use or modification
- Cosmetic imperfections that do not affect function (e.g., minor scuffs, small paint variations, normal handling marks)
- Damage not caused by shipping (wear, misuse, modification)
- Fraudulent, excessive, or abusive claim activity
- Shipments addressed to PO Boxes, APO/FPO/DPO military addresses, freight forwarders, or any location with limited tracking or claim visibility
6. Resolution of Shipping Protection Claims
We reserve the right to determine the appropriate resolution for any approved claim. Possible outcomes include:
- Replacement of the entire item
- Replacement of a specific part or component
- Partial refund
- Full refund (if replacement is unavailable)
- Store credit of equal value
- Reshipment of the same product
Submitting a claim does not guarantee a specific outcome. Our determination of the appropriate resolution is final.
