About Shipping Protection with Extend (Canada and soon the US)
Shipping Protection is an optional service you can add at checkout to help protect your order if something goes wrong during delivery. This coverage is provided by Extend.
Shipping Protection is currently available for customers in Canada.
Shipping Protection will be available in the U.S and is expected soon.
What does Shipping Protection cover?
Shipping Protection covers delivery-related issues, including:
- Packages that are lost
- Packages that are stolen
- Items that arrive damaged
If one of these issues occurs, you must submit a claim directly to Extend. Shipping Protection claims are handled by Extend, not Kobo.
How do I file a Shipping Protection claim?
If your order is lost, stolen, or damaged:
- Visit Extend’s claims portal using the link in your confirmation email or on Extend’s website.
- Submit your claim with your order and delivery details.
- Extend will review and process the claim.
For more information about coverage and claims, visit:
Can I cancel Shipping Protection?
Yes, but only before your order is fulfilled.
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Before fulfillment:
You can cancel Shipping Protection through our Order Status page (within 8 hours of purchase) and receive a full refund until your order is handed over to the carrier. -
After fulfillment:
Once your order has shipped, Shipping Protection can no longer be canceled or refunded.Learn More: https://www.extend.com/shipping-protection-guide
How much does Shipping Protection cost?
The cost of Shipping Protection is based on the total value of your cart.
- Higher cart values have a higher Shipping Protection cost.
- The price is calculated automatically and shown at checkout.
How does Shipping Protection work with refunds?
If you receive a partial refund for your order:
- The Shipping Protection refund is prorated based on the value of the refunded items.
- The adjusted amount will appear in your order details.
Shipping Protection appears as a separate line item in your order, similar to an extended warranty.
Who should I contact if there’s a delivery issue?
If your order includes Shipping Protection:
- All delivery issues (lost, stolen, or damaged items) must be handled by Extend.
- Kobo support cannot open carrier claims for orders covered by Shipping Protection.
Is Shipping Protection required?
No. Shipping Protection is optional and can be added or declined during checkout.