PAXEL Protect
PAXEL Protect is an optional service offered directly by Two Joints Surf Co. When you add it to your order, we commit to reshipping your items at no additional cost to you if your package is lost in transit, marked delivered but never arrives, or arrives damaged.
PAXEL Protect is a shipping guarantee provided by Two Joints Surf Co. It is not insurance, and it is not underwritten by a third party. We are simply promising to make it right ourselves.
What it covers
PAXEL Protect applies when any of the following happens to a Two Joints order that has the guarantee added at checkout:
- Lost in transit. The carrier's tracking has not updated for 7 or more consecutive days and the package has not been delivered.
- Marked delivered but missing. The carrier shows the package as delivered to your address, but you never received it.
- Damaged on arrival. The product arrived physically damaged in a way that makes it unwearable or unusable.
If we approve your request, we will reship the same items to you at no charge. Where an item is no longer available in your size or colorway, we will offer a comparable replacement or a full refund of that item, at our discretion.
What it does not cover
- Orders where PAXEL Protect was not added at checkout.
- An incorrect or incomplete shipping address entered at checkout.
- Packages successfully delivered and then refused, returned, or discarded.
- Normal wear, washing damage, shrinkage, or fading after use.
- Sizing or fit issues, or a change of mind. These fall under our standard return policy instead.
- Delays alone. A package that arrives late but arrives is not covered.
- International customs seizures, duties, taxes, or refusals.
- Requests submitted outside the reporting window described below.
Reporting window
You must contact us within 30 days of the last carrier tracking update, or within 30 days of the delivery date for a package marked delivered.
Requests submitted after 30 days cannot be honored, because carriers do not retain the tracking records we need to verify them.
One note for packages marked delivered but missing: please wait 48 hours before contacting us. Carriers mark packages delivered early more often than you would think, and most of these turn up on their own.
How to submit a request
Email orders@twojoints.co with:
- Your order number
- Which items are affected
- Which situation applies: lost, missing after delivery, or damaged
- For damage, clear photos of the item and the shipping package
We respond to most requests within 2 business days.
Limits
PAXEL Protect covers one reshipment per order. If a reshipped package is also lost or damaged, contact us and we will work it out with you directly, but the guarantee itself does not automatically renew on the replacement.
We reserve the right to decline requests where we identify a pattern of repeated claims on a single account or shipping address, or where the request appears to be made in bad faith.
Cost
PAXEL Protect is priced by order value and is added to your cart before checkout. Pricing is approximately 4.1% of your merchandise subtotal, with a minimum of $1.55. It is shown in your cart before you check out, and you can decline it at any time by choosing "Continue Without Protection."
| Example order value | PAXEL Protect |
|---|---|
| $35.00 | $1.55 |
| $71.00 | $2.75 |
| $120.00 | $4.95 |
| $250.00 | $10.25 |
| $500.00 | $22.55 |
Questions
Reach us at orders@twojoints.co.
Two Joints Surf Co. is operated by Cutback Holdings, LLC. This guarantee is a service commitment from Two Joints Surf Co. and is not a contract of insurance.
