Visit our start a claim page to learn more about Norton Shopping Guarantee claims.
We’re committed to giving you a reliable 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 issues on your own without our intervention. If you and the merchant are unable to reach a resolution, you can start a claim.
Once a Purchase 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 cannot be resolved, our problem resolution specialist will assist in finding a solution. For problems where a mutually satisfactory resolution cannot be at the request of either party, we will refer the matter to our claim services for a final coverage ruling.
We will only become directly involved in a purchase claim when either a merchant or you request our assistance.
Purchase Guarantee
Claims are often resolved within two weeks but can be faster.
Lowest Price Guarantee
Processing typically takes 5 to 10 business days.
Identity Theft Protection
We’ll put you in contact with an identity restoration service who can get started on your claim, often within 1 business day.
Package Protection
Claims forms from damage or loss only take 15 minutes to fill out, and once the issue is resolved, you’ll typically receive payment within 10 days.