What does the Guaranteed Shipping policy mean for me?
The Guaranteed Shipping policy helps buyers feel more secure purchasing products in our Product Marketplace: all purchases made in the Product Marketplace are covered by this guarantee. Sellers in our Product Marketplace have a manufactured product and have inventory on hand. The Guaranteed Shipping policy makes it clear what Indiegogo will do on buyers' behalf when buying a product in the Product Marketplace versus contributing to a crowdfunding campaign.
What happens if the shipment gets lost? Is the buyer still refunded under the policy?
What if I contact the buyer about a delay and they don't respond?
The Guaranteed Shipping policy has built-in protection to make sure that sellers aren't held accountable for things beyond their control, like a buyer not updating their shipping address, for example. If the initial product shipping time frame is reached and the buyer still hasn't received the shipping notification for product, they'll need to email the seller and give you 2 days to respond.
What is the Guarantee claim process?
If a buyer doesn't hear from you within 2 days, they can submit a claim to Indiegogo under the Guaranteed Shipping Policy. We will then issue a refund to the buyer within 14 days, and will seek reimbursement from sellers in any way necessary, up to and including using third-party collections services. This is why we want to emphasize that timely communication between sellers and buyers is not only a requirement, but it's also a good idea!