HeadsUp Protect

HeadsUp Protect – Package Protection Policies

HeadsUp Protect covers the cost of the items in your order. It does not cover additional fees or charges, including (but not limited to):

Shipping costs
Physician consultation fees
Pharmacy fees
Customs duties or taxes
The cost of HeadsUp Protect itself
Any other incidental costs incurred by the customer

Stolen Items and Packages Policy

If your package is marked as “Delivered” but has not been received, HeadsUp Protect may, at our discretion, require a police report to process your claim.

Requirements:

For orders of $300 or more, customers may be asked to file a police report. Please include in your report that HeadsUp Protect Package Protection is the company protecting the shipment and assisting with the resolution.
Email the police report and your order number to support@headsupmedical.com .

Incorrect Address Policy

If incorrect address information was entered during checkout, HeadsUp Protect reserves the right not to cover the package.

If the address was entered correctly but the carrier delivered to the wrong address, the package will be covered, provided there is proof of incorrect delivery. The customer is responsible for providing this proof.

Lost Items Policy

A package is considered lost when tracking has not updated and delivery has not been confirmed for the following periods:

Domestic (U.S.) Orders: No delivery confirmation and no tracking update for 7+ days.

Damaged Items and Packages Policy

HeadsUp Protect covers functional damage caused by carrier mishandling — meaning the item no longer works as intended or is unusable.

Coverage does not extend to:

Cosmetic damage (scratches, dents, etc.)
Manufacturing defects
Damage caused by packaging or handling after delivery

Return to Sender (RTS) Policy

HeadsUp Protect covers packages returned to sender when marked as “Returned to Sender” by the carrier.

To qualify:

Claims must be submitted after the package has been received by Heads Up Medical (as verified by tracking).
The address provided at checkout and confirmed is different than where it was shipped. There will be an additional fee if the address provided was correct and could not accept packages.
The claim must be filed within 10 days of the return being confirmed.

Filing a Claim

You can file a claim by emailing support@headsupmedical.com or submitting the form directly on our website.

Please include the following information in your claim:

My Name:
Name on Order
Invoice ID
This claim relates to: (Stolen Package / Damaged Package / Lost Package)
Detailed Description: Please describe the situation and explain why it qualifies for HeadsUp Protect Package Protection.