Fully insured means that we will replace your order if it is lost or suffers non-cosmetic damage. If we do not have the inventory for a replacement, we will issue a refund instead.
Note that before a package is considered lost, a missing mail search must be conducted, which abides by the below timelines. A package marked as delivered via tracking is not considered lost.
Domestically: a package is lost if not recovered within 14 days of the missing mail search being initiated.
Internationally: a package is lost if not recovered within 60 days of the missing mail search being initiated.