Premium Package Protection is an optional add-on at checkout (3% of your order, $3 minimum) that covers every Pizza Girl shipment, pizzas and equipment alike, against delay, loss, theft, and damage.
Claims are handled directly by us. No carrier claim forms, no third-party portal, and no waiting on someone else's refund process.
What It Covers
The remedies below apply to orders that added Premium Package Protection at checkout. If your order isn't protected, we'll still help where we can, but resolution runs through the carrier (see details at the bottom of this page).
Arrived Warm
If a carrier delay leaves your box warm on arrival, don't cook the pizzas. Photograph the box and pizzas on delivery day and email hello@pizzagirl.com within 24 hours of delivery.
We'll review your claim and send a replacement shipment. If anything is out of stock, we'll issue store credit for the purchase price instead.
Damaged on Arrival
For pizzas or equipment, photograph the box and its contents on delivery day and email the photos with your order number within 24 hours of delivery. We'll take a look and sort it out.
Tracking Says Delivered, But No Box
Carriers occasionally scan a package as delivered before it actually arrives. Please check the delivery address on your order, your usual drop spots, and with neighbors first.
If nothing turns up within 24 hours of the delivered scan, email us within 3 days of that scan and we'll treat it as a covered loss.
Stuck or Lost in Transit
Frozen food can't wait two weeks for a carrier to declare a box lost, and neither should you. If tracking on a pizza shipment stalls past our 72-hour delivery window, email us and we'll treat it as lost and get a replacement moving.
For ovens and Starter Kits traveling by ground, if tracking shows no movement for 7 days, email us and we'll chase it down and re-ship if it's lost.
How to File a Claim
Email hello@pizzagirl.com with your name, order number, a short description of the issue, and photos where applicable.
Use the subject line "PPP + order number" for the fastest response. We reply within 1–2 business days.
Every claim is reviewed by our team against the criteria above. Claims outside these criteria or reported outside the stated time windows aren't covered, which is how we keep the protection fee small.
If You Didn't Add Protection
Orders without Premium Package Protection are resolved through the carrier for loss, theft, damage, or delay. We'll provide the tracking details and packaging information you need to file a claim, but the outcome rests with the carrier.