We Will Need Your Help
From time to time a delivery will go missing for various reasons. Rest assured that when this happens we will get you taken care of but before we can assist, but we’ll need your help because once the shipment leaves our facility it is their responsibility to get it to you. We are very experienced and understand the courier service very well, having shipped more than a million orders over the years. We’re definitely not here to leave you holding the bag if an order goes missing, but please understand we need your cooperation to get you taken care of.
Unfortunately, NONE of the standard shipping methods have a guaranteed delivery time, including USPS Priority Mail. The courier services usually do not consider a package as missing unless tracking is not updated for at least 20-30 days. As long as tracking is being updated on the courier website we must wait for them to deliver the package. Misrouting of packages can and does occur from time to time and simply delays delivery. If tracking is not updated for several days, please submit a ticket on your order by clicking here.
Locating a Missing “Delivered” Package
From time to time customers may have an order that is marked as delivered by the courier (usually UPS or USPS for our shipments) but they do not receive the package. Here are several steps we ask all customers to do to help locate their package(s).
- Check with Others – First, it’s very common for other members of a household to retrieve a package and not tell the recipient. We have had numerous incidents where the recipient later discovers their spouse or another household member did not tell the recipient the package arrived. Please check with everyone in your home.
- Get the GPS Coordinates – Second, every courier service stamps their delivery with GPS coordinates when it was scanned as “Delivered”. Sometimes when you speak to them you have to insist for the information or request a supervisor, they often deny the information exists or simply refuse to help. Verify the exact location was where you expect it to be, e.g. your delivery address on the package.
- Check with the Driver – Next, it’s been our experience that local delivery drivers know the most information and they usually remember where they left a package. In fact, most of them are extremely helpful and will do all the can to help you locate the shipment. Please check with your driver and it’s helpful to have a print out of the tracking information when you talk to them. They will usually know information the consumer doesn’t think about such as the time the package was delivered and where they usually are around that time. If the shipment says it was delivered at 9:03AM they my know they normally are not on your street until after 2:00pm and know something is wrong.
- Check with Neighbors – Finally, check with your neighbors as it is very common for packages to get mixed with a neighbor’s mail and sometimes they fail to return it to the delivery person or they even forget they have it and intended to give it to you.
If you have verified the list of possible items above and still have had no luck, please submit a ticket on your order by clicking here.