Shipping Protection Terms

What is TAG Shipping Protection?

TAG Shipping Protection is an optional paid service offered by TAG Liquor Stores that helps protect your order if something goes wrong during shipping.

When you add TAG Shipping Protection at checkout and your order is lost or damaged in transit, we’ll work with you to replace the affected items or issue a store credit, subject to the terms below.

Note: TAG Shipping Protection is not an insurance policy and is not provided by a third-party insurer. It is a store-backed service offered directly by TAG Liquor Stores.

What is covered?

If TAG Shipping Protection is added to your order, we will cover:

  1. Damage in transit

    • Broken bottles

    • Significant leakage

    • Obvious physical damage to product packaging that affects the product quality or presentation

  2. Loss in transit

    • The shipment is marked as lost by the carrier

    • The shipment stops tracking and does not arrive within a reasonable timeframe, as confirmed with the carrier

  3. Wrong items due to packing errors

    • You receive the wrong product or the wrong quantity compared to your order confirmation

We may request photos and additional information to verify any claim.

What is not covered?

TAG Shipping Protection does not cover the following:

  1. Incorrect or incomplete shipping addresses
    • If the address provided at checkout was incorrect, incomplete, or undeliverable and the carrier attempted delivery or returned the package.
  2. Parcels shown as delivered
    • Orders that show as “Delivered” or where the carrier confirms delivery to the correct address, but the package is later stolen, misplaced, or cannot be located (e.g., porch theft), unless the carrier accepts liability.
  3. Normal wear and minor cosmetic issues
    • Small scuffs, dents, or minor label/box imperfections that do not affect consumption or basic presentation of the product.
  4. Delays in transit
    • Delivery delays caused by the carrier, weather, holidays, natural disasters, or events outside our control, where the product ultimately arrives in acceptable condition.
  5. Acts of God, weather-related, or temperature-related damage
    • Damage or loss caused by events beyond human control, including but not limited to extreme heat, extreme cold, freezing, thawing, storms, wildfires, floods, or other weather- or temperature-related conditions during transit.
  6. Orders without TAG Shipping Protection added at checkout
    • If you do not purchase TAG Shipping Protection, we will still assist where we reasonably can, but replacements or credits are not guaranteed and are handled on a case-by-case basis.
  7. Orders shipped against our advice
    • If we contact you to advise against shipping due to extreme temperatures, weather conditions, or other elevated risks and you choose to proceed, any resulting damage may not be covered.

Coverage limits

  • Coverage applies per order where TAG Shipping Protection was purchased.

  • The maximum value covered is limited to the order subtotal (before shipping, taxes, deposits and protection fees), or to replacement of the affected items, at our discretion.

  • TAG Shipping Protection does not cover indirect or consequential losses (e.g., missed events, lost business, or any costs beyond the order value).

How to file a claim

If something goes wrong with a protected order, please contact us as soon as possible.

To submit a claim:

  1. Email us at shop@tagdelivery.ca with the subject line:
    “Shipping Protection Claim – Order #XXXX”

  2. Include:

    • Your order number

    • Your full name and shipping address

    • A brief description of the issue

    • Photos of:

      • The outer shipping box (including any damage)

      • The product(s) affected

      • Shipping label and tracking number

Time limits:

  • Damage claims: contact us within 7 days of the order showing as delivered.

  • Loss claims: contact us within 14 days of the estimated delivery date if the order never arrives.

We may also contact the carrier and ask you to assist with any investigation.

What happens after you submit a claim?

Once we’ve received your information:

  1. We review the details and photos.

  2. We may contact the carrier to verify the issue.

  3. If the claim is approved, we will, at our discretion:

    • Reship replacement product, or

    • Issue a store credit or refund for the affected items (up to the covered amount).

In some cases, if stock is limited or discontinued, we may offer a comparable product or store credit instead of a direct replacement.

Cost of TAG Shipping Protection

The cost of TAG Shipping Protection is calculated based on your order value and will be clearly shown in your cart before checkout.

  • The fee is non-refundable once the order has shipped.

  • Applicable taxes (such as GST) are charged on the service fee, where required by law.

Cancelling Shipping Protection

  • You may remove TAG Shipping Protection from your order before completing checkout by unchecking the Shipping Protection option in your cart.

  • Once the order has been placed and moved into processing, the fee cannot be removed or refunded unless we cancel the order.

Changes to these terms

TAG Liquor Stores may update or modify these Shipping Protection Terms from time to time. The version in effect at the time you place your order will apply to that order.

Questions?

If you have any questions about TAG Shipping Protection or whether a specific situation is covered, please contact us:

  • Email: shop@tagdelivery.ca

  • Phone: 604.427.0646

We’re happy to clarify anything before you place your order.