Shopvmj.com Guarantee FAQ

• What is the Shopvmj.com Guarantee?
• When can I file a Shopvmj.com Guarantee claim?
• What are the requirements of the Shopvmj.com Guarantee?
• How much coverage will I receive?
• What does it cost?
• How do I file a claim?
• When do I use the "Not satisfied with returns" reason while filing a Shopvmj.com Guarantee claim?
• When do I use the "I did not receive my item or received them late" reason while filing a Shopvmj.com Guarantee claim?
• When do I use the "Order contained damaged/defective/incorrect items" reason while filing a Shopvmj.com Guarantee claim?
• What happens after submitting a claim?
• How do I view my claim status online?
• How do I cancel a pending claim?
• I submitted a Shopvmj.com Guarantee claim which was resolved in my favor, and later I received the lost or correct item. What do I do?
• Why was my claim denied?

What is the Shopvmj.com Guarantee?

We want you to buy with confidence anytime you purchase products on the Shopvmj.com website. That is why we guarantee purchases from Shopvmj.com Marketplace and Merchant sellers when payment is made via the Shopvmj.com website. The condition of the item you buy and its timely delivery are guaranteed under the Shopvmj.com Guarantee.
After you have read carefully through the following important guidelines, click below to submit your claim.

Submit a Claim

When can I file a Shopvmj.com Guarantee claim?

You can file a Shopvmj.com Guarantee claim if you purchased physical goods from a seller or merchant selling on the Shopvmj.com website (including the Shopvmj.com Marketplace). See "Exclusions from coverage" below for a list of items that are not covered by the Shopvmj.com Guarantee.
One of the three conditions below must also apply:

1. You made payment to the seller through the Shopvmj.com website, but the seller failed to deliver the item by 3 calendar days past the maximum estimated delivery date for an order or 30 days from the order date, whichever is sooner; or
2. You received the item, but the item was defective, damaged, or not the item depicted in the seller's description; or
3. You have returned the item to the seller per an agreement between the buyer and seller and the seller has not provided the agreed reimbursement to the buyer after receiving the item.

You must first contact the seller through Your Account before filing a claim. From the order details, click "Report this order?" and "Contact your Seller." Please allow three business days to give your seller a chance to address the issue. You can submit a Guarantee claim if the seller does not respond or if the issue is not addressed to your satisfaction.

What are the requirements of the Shopvmj.com Guarantee?

• Purchase Method:
  • The item must be purchased from a Shopvmj.com Marketplace or Merchant seller on the Shopvmj.com website. Purchases from the following sellers are not covered by the Shopvmj.com Guarantee: azotado.com and unlimitedpleasures.com.
  • The buyer purchased physical goods from a seller or merchant selling on the Shopvmj.com website (including the Shopvmj.com Marketplace).
• Timeframe for Claims:
  • For Shopvmj.com Marketplace and Merchant orders made on the Shopvmj.com website, you must wait 3 calendar days past the maximum estimated delivery date for an order OR 30 days from the order date, whichever is sooner. 
  • If your order fails to arrive, you then have 60 days to file a Shopvmj.com Guarantee claim. 
  • If you receive your item and it is damaged, defective, or materially different, you must contact the seller within fourteen (14) days of receipt to request return information. 
• Warranty Coverage:
  • If your item becomes defective more than 30 days past the shipment date and it is under warranty, you must contact the manufacturer for repair or replacement. 
• Claim Limits:
  • Buyers are limited to a lifetime maximum of five claims for purchases from Shopvmj.com Marketplace or Merchant seller on the Shopvmj.com website. 
• Exclusions from coverage:
  • The following items are not covered by the Shopvmj.com Guarantee: payments for services, digital merchandise, cash or stored value instruments, and prohibited items (including items violating the Shopvmj.com Payments Acceptable Use Policy);
  • If you paid by credit card, and the issuing bank has initiated a chargeback, you are not eligible for coverage under the Shopvmj.com Guarantee.

Only buyers who live in the following countries are covered under the Shopvmj.com Guarantee for qualified purchases: Canada, Bermuda, Jamaica, and United States.

How much coverage will I receive?

Buyers who pay for Shopvmj.com Marketplace or Merchant purchases via the Shopvmj.com website are eligible to receive up to $250,000 JMD of the purchase price, including shipping charges.

What does it cost?

Buyers are covered at no cost. We're committed to creating a safe buying experience on the Shopvmj.com website. If you have additional questions about the Shopvmj.com Guarantee, please contact us.

How do I file a claim?

If you made the purchase through the Shopvmj.com website, you can easily submit a claim by viewing the specific order details via Your Account. Click "View order" to view the order details, and then click "Report this order?" to file your claim.

When do I use the "Not satisfied with returns" reason while filing a Shopvmj.com Guarantee claim?

If a seller has clearly misrepresented the condition or details of an item in a way that affects its value or utility, it is "materially different." In such cases, that seller should be willing to offer a refund or exchange when contacted within 14 days of receiving the item.
When submitting your claim, please provide further details about the desired resolution by choosing one of these options:

• Received no refund: You returned the item, but did not receive a refund from the seller.
• Received no replacements: The seller promised a replacement, but you did not receive a replacement.
• Received insufficient credit: The seller issued you a refund, but it's less than what you expected.
• Ordered wrong items: You returned an item you ordered by mistake.

When do I use the "I did not receive my item or received them late" reason while filing a Shopvmj.com Guarantee claim?

If the estimated delivery date noted on your order detail page has passed and you have still not received the product(s) you ordered, you can file a claim citing the reason "I did not receive my item or received them late."
You can also choose the desired resolution:

• Received item late and would like to return: The item arrived after the estimated delivery date, and you would like to return the item to the seller rather than keep it.
• Did not receive full order or part of the order: Some or all items in the order have not been delivered to you yet.
• Received items late and would like to have shipping credit: The item arrived beyond the estimated delivery date, but you would keep it if the seller were to issue you a refund for your shipping costs.

When do I use the "Order contained damaged/defective/incorrect items" reason while filing a Shopvmj.com Guarantee claim?

If a seller has clearly misrepresented the condition or details of an item in a way that affects its value or utility, it is "materially different" and that seller should be willing to offer a refund or exchange within 30 days of shipment. If the seller does not accept the return of an item that is made in accordance with the seller's return policy, you may qualify for coverage under our Shopvmj.com Guarantee. Please visit our Return Help pages for more information regarding returns.

Items are considered "damaged/defective or incorrect" in these circumstances:

• Wrong version or edition: You received the item ordered, but it's a different version or edition than what was displayed on product page.
• Item condition or details not as described: You received the item ordered, but it was a different condition (e.g., used or refurbished instead of new) or had an important detail that was not explained on product page.
• Item was completely different from what was ordered: Seller mistakenly sent completely incorrect item. (e.g., Size 10 shoe instead of Size 8)
• Missing parts or components: The item is missing parts or components. (e.g., Component set with Sub Woofer was ordered, but it was not received .i.e. The Woofer)
• Item defective during first use: When you tried to first use the product, it did not work (e.g., DVD player did not turn on).
• Item defective after first use: The product did not work or was broken on second or subsequent use.
• Damaged item: The item delivered was visibly damaged (e.g. Craft Item you ordered had chipped pieces).

When submitting a Shopvmj.com Guarantee claim with the reason "order contained damaged/defective/incorrect items," you will need to select one of the reasons above and provide comments explaining what happened.
Note: This does not extend to cases where you are simply disappointed with an item. We will ultimately determine material difference at our discretion.

What happens after submitting a claim?

For purchase through the Shopvmj.com.com website, you can track the progress of your claim by viewing the order in Your Account. From the order details, click "Report this order?" to see the status of your claim.
We appreciate your patience and cooperation during the processing period, as we may contact you for additional information. We may also attempt to contact the seller to encourage him or her to work directly with you to resolve the problem.

How do I view my claim status online?

You can track the status of your claim by following these steps:

• View the Order Summary in "Your Account" (http://www.Shopvmj.com.com/myaccount)
• On the order summary page, click "Report this order?"

On the resulting page, you'll see the status of your claim.

How do I cancel a pending claim?

Buyers can contact us to indicate that the transaction has been resolved or simply reply to our initial claim confirmation e-mail. Sellers will need to contact the buyers and encourage them to write to us in order to revoke or cancel a pending claim. If a resolution has been reached after a claim check has already been sent, please contact us to make arrangements for repayment.

I submitted a Shopvmj.com Guarantee claim which was resolved in my favor, and later I received the lost or correct item. What do I do?

All payment for Shopvmj.com orders must be made through Shopvmj.com. If you receive the item after a claim is resolved, contact Customer Service to request that we recharge the credit card for the order.

Why was my claim denied?

The common reasons for a claim being denied include:

• The item received was the same as described by the seller.
• The item was received and the seller provided verification of delivery.
• The buyer failed to respond to a request for further information.
• The claim was filed due to buyer remorse rather than an actual issue with the item.
• The buyer filed a chargeback with their payment processor or bank.
• The buyer was unwilling to return the item to the seller.

Submit a Claim