1. Plan Overview & Coverage

1.1 Plan Description

This Plan is an optional value-added service provided by Naturnest LLC, designed to offer financial protection and solutions for specific risks encountered during the transportation of your order. This Plan is not an insurance product but a service agreement between you and Naturnest.

1.2 Coverage

Covered Transport: Refers to the entire transportation process from the moment your order leaves Naturnest’s warehouse until it is delivered to the shipping address provided at checkout. This includes both land and sea transportation.Total Loss: Refers to a package that has been stagnant in the carrier’s tracking system for more than 20 business days with no updates. After verification by Naturnest and the carrier, it is confirmed that the package cannot be tracked.Transport Damage: Refers to visible physical damage to the product or its packaging caused by mishandling during the covered transport (e.g., collision, compression, water damage) that affects the core functionality or structure of the product upon delivery.Standard Return: Refers to returns initiated by the customer for subjective reasons (such as dissatisfaction, incorrect size, change of preference, etc.). These are governed by Naturnest’s Return Policy and are not covered under this Plan.

2. Coverage Details

2.1 Total Loss Protection

If your order is deemed "Total Loss," Naturnest will provide the following two solutions (choose one): Option A (Reshipment): We will re-manufacture and reship the same product to you free of charge. Option B (Refund): We will provide a full refund of the total order amount (including the product price but excluding the Plan fee).

2.2 Transport Damage Protection

If your order arrives with "Transport Damage," you must submit clear, timestamped photos/videos of the damage via email to support@naturnest.com

within 48 hours of delivery. After verification, Naturnest will offer the following two solutions (choose one):

Option A (Replacement): We will arrange for the free replacement of damaged parts or send a new product (depending on whether the damaged product needs to be returned).

Option B (Refund): We will accept the return of the damaged item and provide a full refund of the total order amount.

2.3 Logistics Intervention Service

We provide enhanced logistics tracking and will proactively communicate with the carrier on your behalf if we detect any logistical anomalies (e.g., delays exceeding 72 hours at a distribution center).

3. Exclusions

The following situations are explicitly excluded from the coverage under this Plan

Any costs or losses resulting from failed delivery or returns due to incorrect, incomplete, or undeliverable shipping addresses provided by the customer.


Any loss, theft, or damage occurring after the package has been successfully delivered to the designated address (as confirmed by the carrier's proof of delivery).


Product issues arising from normal wear and tear or manufacturing defects. These issues are covered under Naturnest’s standard warranty policy.


Any shipping costs incurred for returns or exchanges initiated by the customer for personal reasons (including but not limited to: dissatisfaction, size mismatch, or change of preference). Transportation delays or losses caused by force majeure events (such as natural disasters, war, riots, government actions, or strikes). Any indirect, incidental, or consequential losses, including but not limited to loss of profits, time, or missed schedules.

4.Claims Process

4.1 Reporting Timeliness

All claims must be reported within 15 calendar days after the estimated delivery date.

4.2 Required Evidence

To initiate an investigation, you must provide the following information:


Order number.

For damage claims: Clear photos or videos showing the damage to the product and its packaging from multiple angles.

4.3 Investigation & Final Decision

Naturnest will conduct an investigation in cooperation with the carrier and reserves the right to make the final decision on the claim based on the evidence provided and the carrier’s report. We may request additional information or cooperation for inspection.

5.General Terms

5.1 Purchase & Activation

This Plan must be purchased at checkout along with the product and cannot be added after the order has been shipped. The coverage will automatically take effect once the order is shipped.

5.2 Fees & Refunds

The fee for this Plan is $99 per order and is non-refundable. If the entire order is refunded in accordance with the terms of this Plan, the Plan fee will also be refunded.

5.2 Fees & Refunds

The fee for this Plan is $99 per order and is non-refundable. If the entire order is refunded in accordance with the terms of this Plan, the Plan fee will also be refunded.

5.3 Plan Transfer

The protection under this Plan is transferable with the product of the order and cannot be transferred or canceled separately.

5.4 Modification of Terms

Naturnest reserves the right to modify the terms of this Plan at any time. Modified terms will apply only to Plans purchased after the effective date of the change. Major changes will be announced on the website.