Livana Order Protection Policy

Last updated: September 19, 2026

Livana Order Protection is an optional service provided by Livana for packages that are lost, stolen before you receive them, or damaged in transit. It costs $4.95 USD per order, plus any applicable tax. Your checkout shows the final charge in your checkout currency. For eligible US shipping checkouts, protection may be included automatically and shown as a separate charge with a selected checkbox. You can uncheck it before placing your order to remove the charge. For other destinations, you must select protection to add it. Protection is optional and is not required to buy from Livana.

What your protection covers

Protection covers the physical products in the order for which you purchased it, including products sent in separate packages. It applies to loss during shipping, theft before you or your designated recipient takes possession, and damage to the products during shipping. A package marked delivered that you have not received can still be reported and reviewed.

The fee is a one-time charge for that order. It does not enroll you in a protection subscription or automatically cover future subscription renewals or separate orders. A later order is covered only if protection was purchased for that order.

How to report a problem

Email support@mylivana.com with your order number, tracking number if available, and a short description of what happened. For damage, please include photos of the item and packaging if available, and keep them until we have reviewed your request. Do not send anything back unless we provide instructions.

Please report damage or a package marked delivered but not received as soon as possible, preferably within 30 days of the delivery date. For a shipment that has not arrived, contact us as soon as the expected delivery window has passed, preferably within 30 days after that window. Contact us even if more time has passed; we will review the circumstances. These reporting requests do not shorten any rights you have under applicable law or our existing policies.

For missing packages, please check the delivery location, tracking updates, household members, and any building reception or parcel locker. We may ask for reasonable information or contact the carrier to investigate. A delivery scan alone does not automatically exclude a claim for a covered loss or theft. A shipping delay alone does not establish that a package is lost; we will review tracking and the carrier's findings with you.

Replacements and refunds

For an approved claim, we will offer a replacement of the affected products at no additional cost, including replacement shipping, or a refund of the amount you paid for those products after discounts. If a replacement is unavailable, we will refund the affected products. If we refund the entire order because none of its products reached you, we will also refund the original shipping charge and the protection fee.

Approved refunds go to the original payment method. As set out in our Refund Policy, please allow up to 10 business days for us to issue an approved refund and up to an additional 10 business days for your bank or payment provider to post it.

We cannot provide both a replacement and a refund for the same loss. Let us know if the original package arrives or you receive reimbursement from another source while we are resolving your claim.

What protection does not cover

  • Shipping delays alone or a guaranteed delivery date.
  • Theft, loss, or damage after you or your designated recipient has taken possession.
  • Delivery problems caused by an incorrect or incomplete address supplied at checkout.
  • Cosmetic damage to outer packaging when the products are undamaged.
  • Product dissatisfaction, ordinary use, or issues unrelated to shipping. These may be addressed under our Refund Policy.

Contact us about any order problem, including one outside this service. We will explain the support available under our other policies and applicable law.

Cancellation and your existing rights

If your entire order is canceled before shipment, we will refund the protection fee. If you want to remove protection before your order ships, email us as soon as possible. Once the order has shipped, the fee is generally nonrefundable, except as described above or required by law.

Protection does not replace or reduce Livana's existing 60-day money-back guarantee, our no-cost remedies for damaged, defective, or incorrect items, or your rights under applicable law. You do not need to buy protection to receive those benefits. Our Refund Policy asks that damaged, defective, or incorrect items be reported within 30 days of delivery.

For an order with protection, this policy controls the specific covered loss, theft, or transit-damage claim if it conflicts with delivery-confirmation or risk-of-loss wording in our Shipping Policy or Terms of Service. All other applicable terms remain in effect.

Contact

Livana is operated by Print Labs LLC.
Email: support@mylivana.com
Phone: (855) 610-5613
30 N Gould St Ste N, Sheridan, WY 82801, USA