The Guarantees automatically expire thirty (30) days from the date of purchase. All benefit claims must be made within thirty (30) days of the date of purchase in order to keep the benefits, even if all the terms of sale are not yet fulfilled. Once a valid benefit claim is made, coverage applies until the claim is resolved.
Yes, Norton Shopping Guarantee applies to all buyers regardless of where they are located in the world. However, please note that the Identity Theft Recovery Assistance benefits vary for US residents and non-US residents.
For sites displaying a Norton Shopping Guarantee Seal, simply click on it to verify. If you believe that you’ve encountered a merchant inappropriately representing themselves as a Norton Shopping Guarantee endorsed merchant, please report it to our fraud department.
We’ve had a great deal of experience making this a smooth process that an overwhelming majority of both merchants and buyers appreciate. We’re committed to giving you an alternative avenue for getting your issue resolved in a fair and impartial manner.
In the rare instance that you have a problem with a guaranteed purchase, we recommend that you first contact the merchant directly to attempt to resolve the matter. Typically, you and the merchant can quickly resolve typical issues on your own without our intervention. If you and the merchant are unable to reach resolution, you can File a claim.
Once a Satisfaction Guarantee claim is filed, we provide free Problem Resolution services through which you and the merchant can “talk to” each other using a moderated online communication area. If the problem can’t be worked out, our Problem Resolution Specialist will assist in finding a solution. For problems where a mutually satisfactory resolution cannot be found, or upon the request of either party, we will refer the matter to our Claim Services, Inc. for a final coverage ruling.
We will only become directly involved in a dispute when either a merchant or you request our assistance.
For Satisfaction Guarantees, problem resolution should take no longer than two weeks. It is often much faster.
Price Protection Guarantee claims typically take 5 to 10 business days to process.
For Identity Theft Recovery Assistance, we’ll put you in contact with Remediation Specialists as quickly as possible, typically within 1 business day.
In most cases, the following benefits are included with Norton Shopping Guarantee: Identity Theft Recovery Assistance, Satisfaction Guarantee, and Price Protection Guarantee. However, some benefits may not be available from all merchants. Refer to the merchant’s website and click on the Norton Shopping Guarantee seal, or check your guarantee confirmation email to verify your benefits details and availability.