This article outlines the steps to take if you believe a customer's order has been lost in transit. It also clarifies the process for orders marked as "Delivered" but not received by the customer.
Lost Orders
If you believe an order has been lost in transit, please get in touch with us within 30 days of the estimated delivery date. We're happy to send a replacement order on your behalf.
Unless you specifically request a refund, we will automatically place a reorder for lost orders.
Criteria for Lost Orders
Before contacting us about a lost order, please confirm the following with your customer:
The shipping address provided is correct and complete.
They have contacted their local post office or the shipping carrier to attempt to locate the order.
The order is not marked as delivered by the shipping carrier.
Several working days have passed since the estimated delivery date (remember, the lost order claim must be submitted within 30 days of this date).
There are no recent updates from the shipping carrier in the tracking link.
Please note that we may need to confirm the lost order status with the shipping provider.
Orders Marked as "Delivered"
If the tracking information shows the order as delivered, but your customer hasn't received it, it's likely the package was left at the door or received by someone else at the address. We recommend asking your customer to check for any delivery notes or contact the shipping provider for more information.
As we cannot verify non-delivery in cases where the tracking indicates delivery, we're unable to offer a refund or free replacement order. However, you can place a paid reorder for your customer. Learn how to place a reorder in this article.