We treat every load like it’s our own — but occasionally accidents happen. This policy covers what we’ll do if your items are damaged or lost while in our care.
1. Reporting
Notify us within 48 hours of delivery at info@foldora.ca with your order ID and photos. We can’t process damage claims filed after 48 hours.
2. Coverage
- Damaged items: reimbursement up to 10× the affected item’s share of the invoice, capped at CAD $250 per order.
- Lost items: reimbursement based on documented value, capped at CAD $250 per order.
3. Exclusions
- Damage from care labels not being followed when you selected against our recommendation.
- Pre-existing wear, colour fading, or shrinkage typical of the fabric.
- Items containing money, jewellery, electronics, or hazardous materials left in pockets.
- Non-washable materials (leather, suede, silk marked "Dry Clean Only" unless our Dry Clean add-on was requested).
4. Resolution timeline
We aim to resolve every damage claim within 5 business days of receiving the report and photos.
5. Higher-value declarations
If your load contains items valued above $250, please note it in the booking notes and email us before pickup so we can offer optional upgraded coverage.