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Frequently asked questions about the ShopHQ Protection Plan

Question

ShopHQ Protection Plan

Answer

Does every item offer the ShopHQ Protection Plan?
What does the ShopHQ Protection Plan cover?
I did not purchase the ShopHQ Protection Plan when I bought my item. Can I purchase it now?
Are all customers eligible for the ShopHQ Protection Plan?
Can I use ValuePays on the ShopHQ Protection Plan?
Is there tax on the ShopHQ Protection Plan?
What materials will be sent to me when I order the ShopHQ Protection Plan?
How long does it take to receive the ShopHQ Protection Plan materials?
When does the ShopHQ Protection Plan coverage begin?
How long is the ShopHQ Protection Plan coverage good for?
What if my purchase is lost or stolen?
How do I use the ShopHQ Protection Plan?
How long do repairs take?
What if my item cannot be fixed?
Can I cancel the ShopHQ Protection Plan?

Does every item offer the ShopHQ Protection Plan?
Many items currently offer the ShopHQ Protection Plan — when making your purchase, you will be asked to decline or accept the plan for eligible items. The plan is not available for every item we offer.

What does the ShopHQ Protection Plan cover?
The Protection Plan covers repairs due to manufacturer defects and normal wear & tear. Examples of covered failures are: broken clasps, chipped stones, kinked necklaces, thinning ring bands, bent prongs, re-tipping of prongs, cracked watch crystals, broken watch bands and broken watch stems. For computers, electronics, fitness equipment, and clocks, you will be covered against failures caused by power surges, environmental factors and normal use. It does not cover loss or theft of the item or customer abuse/misuse.

Jewelry Coverage Coverage includes repair or replacement of your jewelry due to manufacturer's defects and normal wear and tear including:

  • Replacement of lost enhancement diamonds and color stones
  • Cracked, chipped or scratched gem stones
  • Dented hollow jewelry is replaced
  • Cracking or thinning ring bands
  • Broken ear posts
  • Broken chain, bracelet links or clasps
  • Product with kinks or knots
  • One free ring re-sizing (does not include initial sizing)
  • Broken, worn or bent prongs
  • Stretched or broken pearl strands

Watch Coverage Coverage includes repair or replacement of manufacturer's defects and normal wear and tear to all parts including:

  • Movement
  • Case
  • Crystal (scratches, cracks, breakage, chips)
  • Clasp
  • Crown
  • Stem
  • Bezel
  • Watch strap/band (metal or leather) repairs

Computer, Electronics, Fitness, and Clocks Coverage Protection against mechanical or electrical failures and every day wear and tear. Coverage includes:

  • Failures caused by power surges or other factors
  • Manufacturer’s defects
  • No Lemon guarantee
  • 24 hour technical support for computer hardware
  • Everyday wear and tear and more

I did not purchase the ShopHQ Protection Plan when I bought my item. Can I purchase it now?
We're sorry, but all ShopHQ Protection Plans must be purchased at the same time as the covered item(s).

Are all customers eligible for the ShopHQ Protection Plan?
No. Customers shipping to an address in California are prohibited from purchasing the ShopHQ Protection Plan.

Can I use ValuePays on the ShopHQ Protection Plan?
Your ShopHQ Protection Plan will automatically be put on the same payment terms as the item it covers. If you choose an item that has three ValuePays, your ShopHQ Protection Plan will also be charged in three ValuePays. If you choose to pay in full for your item, you will see only one charge for the ShopHQ Protection Plan as well.

Is there tax on the ShopHQ Protection Plan?
If the covered product purchased is taxed, the ShopHQ Protection Plan will be taxed at the same rate.

What materials will be sent to me when I order the ShopHQ Protection Plan?
Once your product ships from ShopHQ, a seperate packet will be sent for each ShopHQ Protection Plan purchased. The packet will include a letter with basic information as well as the terms and conditions of the plan. Please keep this information for your records and refer to it should you have any questions regarding coverage.

How long does it take to receive the ShopHQ Protection Plan materials?
This packet will arrive within 21 days of your product shipping in the mail or an email will be sent within 72 of the item being shipped.

When does the ShopHQ Protection Plan coverage begin?
For most jewelry and watches the plan becomes effective 31 days after your product ships. For products that already have a manufacturer warranty, the protection plan will begin on day 366, after the expiration of the manufacturer’s warranty.

How long is the ShopHQ Protection Plan coverage good for?

Jewelry and Watches
The standard ShopHQ Protection Plan is good for two years beginning the 31st day after your product ships. If the product is already covered by a manufacturer warranty, the extended ShopHQ Protection Plan will be good for two years beginning the 366th day after your product ships.

Computers, Electronics, Fitness Equipment and Clocks
For items under $300, we offer a 1 year replacement plan which begins at the expiration of the manufacturer’s warranty. During this year if there is a problem with your item you will receive a replacement or reimbursement for the purchase price. For items over $300, we offer a 2 year service plan which begins at the expiration of the manufacturer’s warranty. During these 2 years, products will be serviced at no cost and if they cannot be fixed, they will be replaced or a reimbursement will be issued.

What if my purchase is lost or stolen?
We're sorry, but the ShopHQ Protection Plan does not cover lost or stolen merchandise.

How do I use the ShopHQ Protection Plan?
Should you need to use your ShopHQ Protection Plan, just contact our agents 24/7 via the special, toll-free number 866-593-2592 or by filing a claim via the web at www.repairnow.com/ShopHQ. You will be given clear instructions and sent a postage-paid mailing label. Simply pack the item and send to the pre-addressed repair facility. Once your item has been repaired, it will be sent directly back to you. Some of the larger items (electronics and fitness equipment) may qualify for in-home service.

How long do repairs take?
Most repairs will take between 3 to 4 weeks. Repairs that require special parts may take 4 to 6 weeks. You will be issued a service ticket number to use if you would like to check the status of your repair.

What if my item cannot be fixed?
If your item cannot be repaired, you will be issued a reimbursement check for the full purchase price.

Can I cancel the ShopHQ Protection Plan?
You may cancel your ShopHQ Protection Plan anytime before the contract expires.