Package Protection Information

Package Protection Policy
Our goal is to ensure that you receive your order in excellent condition; however, we recognize that incidents happen and errors occur during the shipping and delivery process. That is why we offer package protection! We hope this process is easy and helpful for you! 


We've partnered with Redo to handle our returns and Package Protection, now called Checkout+.  

Redo is an optional add-on available at checkout that provides both free return shipping and package protection for your order.

By purchasing Redo with your order, you will receive:
  • Free Return Shipping – If you need to return an item for an exchange, refund, or store credit, your return shipping label is covered.
  • Package Protection – If your package is lost, stolen, or damaged in transit, you can submit a claim, and upon approval, receive a same-item replacement at no extra cost.
Free Returns with Redo
When you opt-in for Redo at checkout, your return shipping label is included, allowing you to return any eligible item(s) for FREE within our return policy guidelines.
  • If you do not purchase Redo, you can still return your items, but you will be responsible for the cost of the return shipping label.
  • Redo applies to all items in your order—you do not need to purchase it for each item.
  • Restocking fees may still apply where applicable.
  • Returns must be initiated within the return window and items must be in new, unworn, and unwashed condition with all original tags attached.
  • Final-sale and discounted items are not eligible for returns.
For full return guidelines, please refer to our Return Policy.

Package Protection with Redo
When you purchase Redo at checkout, your package is protected against loss, theft, or damage during shipping.
If your package is:
Lost or Stolen – Submit a claim, and upon approval, you will receive a replacement item at no extra charge. Damaged in Transit – If your item arrives damaged, file a claim, and if approved, you will receive a replacement item for free.
  • Claims must be submitted within 10 days of the delivery date.
  • Replacements are subject to product availability. If the item is out of stock, you may be offered a store credit or refund.
  • See the full Package Protection policy here
For assistance with filing a claim, please refer to the Return/Claim portal.
By choosing Redo, you get peace of mind with free, hassle-free returns and shipping protection—ensuring your order is covered from checkout to delivery.

 

For Final Sale Orders, Package Protection can be purchased from KicKee

KicKee's Package Protection is an optional add-on available at checkout that provides package protection for your order when the service is not available from Redo.

By purchasing package protection with your order, you will receive:
  • Package Protection – If your package is lost, stolen, or damaged in transit, you can submit a claim, and upon approval, receive a same-item replacement at no extra cost.

Orders that qualify for KicKee's package protection will be able to choose this service at checkout! Please note; orders that have opted out of package protection do not qualify for compensation for any lost, stolen, or damaged packages.

Claims for all damaged, lost, and stolen packages must be reported no earlier than 5 business days and no later than 10 business days from when the tracking states "delivered" or from the last time the tracking updated. Please note that original shipping charges are ineligible for a refund.

What to do if your order is lost or stolen:

1. For lost or stolen packages, please check your front and back porch, side door, garage area, bushes, and mailbox to ensure the package is not hiding. Ask your neighbors if they might have received it for you.
2. Please wait 5 business days from when your tracking says delivered before taking action. Our customers have typically seen their packages appear during this time period.
3. If you are still unable to locate your package after following the above steps, please contact us at hello@kickeepants.com. Please be sure to include your order number.

What to do if your order arrives damaged:

Please contact us at hello@kickeepants.com. Please be sure to include your order number and photos.

FAQ

What if I chose to add package protection in checkout but I've changed my mind?

If the package has not been shipped, KicKee will refund the package protection fee. However, once the protection has been removed, KicKee will no longer be able to cover any claims on your package if it is lost, stolen or damaged.

Once an order has been shipped, we are unable to remove and refund the package protection.

What if I entered the wrong address?

If your shipping address was entered incorrectly during the checkout process and the package has been shipped, KicKee cannot cover any claims on the package if it is lost, stolen, damaged or mis-delivered. Feel free to reach out to our Lotus Dots customer service team at hello@kickeepants.com to see if an address change can be completed.

If the package has not been shipped, contact us immediately at hello@kickeepants.com with the subject line: URGENT SHIPPING CHANGE. Please include your order number and correct shipping address in the body of the email.