Once we successfully fulfill a package and it leaves our warehouse, we are at the mercy of our carrier to get it to your customer. If the tracking indicates that the package was delivered, we are obliged to stand by that status. If your customer claims to have not received their shipment, we recommend they do the following:
- Check the perimeter of their house, including near any fences, by a garage door, and checking all other doors such as any side doors or back doors as packages sometimes get left here.
- Check the area surrounding the porch. Sometimes packages can fall down the side of a raised patio or become hidden by a bush or tree near the front door.
- Check in with neighbors - sometimes a neighbor will take in a package on the customer's behalf.
- Check in with any family members or roommates to make sure someone didn't already take the package in.
If all of these are unsuccessful, it is possible the package was stolen or was delivered to the wrong address. Your customer can reach out to the carrier to confirm that the package was in fact delivered, however, this usually takes a few days - but it can help your customer get a better understanding of the whereabouts of their package. Your customer will need to have their tracking number handy for this.
We are always happy to reship if you decide to offer that as an option to your customer. If so, we ask that you confirm the shipping address first to ensure that wasn't the source of the issue. Just submit a ticket and we can take care of the rest!
Remember to check out our article Tips to Expedite Response Time when submitting a ticket.