Shipping Issues & Resolutions Policy

SHIPPING ISSUES AND RESOLUTIONS POLICY

SECTION 1 – PACKAGES DELAYED OR POSSIBLY LOST IN TRANSIT

If your tracking information shows that your package:

  • Has stopped moving between carrier facilities for an extended period,
  • Has been marked “Delayed,” or
  • Has not updated for several days,
  • Has been marked as “Investigation Closed.”

Please contact us first.
We will review the tracking details on our end and, if necessary, initiate an investigation with the carrier.
In some situations, carriers temporarily reroute packages or place them on alternative trucks due to volume or weather conditions. As a result, we may ask you to wait a few additional business days to see whether tracking updates resume before we file a formal claim.

Please note:

  • Carriers often require a 7- to 10-business-day waiting period before a shipment can be officially declared “lost.”

SECTION 2 – DAMAGED IN TRANSIT

If your package arrives visibly damaged or looks like the carrier repackaged the box (we do NOT use plastic tape, plastic bags, or any form of plastic in our packaging):

  1. Take clear photos of:
    • The outer shipping box (including label)
    • The damaged product
    • Any internal packaging materials
  2. Contact us within 3 days of delivery
  3. Keep all original packaging until the issue is resolved

We will review the documentation and determine the appropriate next steps, which may include filing a claim with the carrier for damage.

SECTION 3 – MARKED DELIVERED BUT BELIEVED STOLEN (PORCH THEFT)

If tracking shows “Delivered” but you cannot locate your package:

  1. First, check:
    • Around your home (side doors, back porch, garage)
    • With household members
    • With neighbors
    • Apartment or condo front office/leasing office
  2. Wait 24 hours, as carriers occasionally mark packages delivered prematurely.

If the package still cannot be located and is believed to be stolen:

  • You must file a police report with your local law enforcement agency.
  • Submit a copy of the police report to us for review.

Why is a police report required?
Theft of delivered mail or packages may constitute mail theft or property theft under federal and state law. For example:

  • 18 U.S.C. § 1708 (Theft or receipt of stolen mail matter generally) addresses mail theft under federal law.
  • The Porch Pirate Act (still pending legislation) would make stealing a package delivered by a private carrier (such as UPS, Amazon, FedEx, DHL, and others) a federal crime.
  • Many states classify package theft as misdemeanor or felony theft depending on value.

Because a delivered package is considered a completed service by the carrier, a police report is necessary for us to pursue any carrier claim or insurance claim on your behalf.
Without an official police report, we cannot process replacement requests for stolen packages.

SECTION 4 – DELIVERED TO THE WRONG ADDRESS

If tracking shows “Delivered” but the package was delivered to the wrong location:

  1. Please check:
    • With immediate neighbors
    • Adjacent houses
    • Apartment units in your building
    • Your apartment or office front desk
  2. Contact the carrier directly with your tracking number to request GPS delivery confirmation.

Many carriers use GPS location tracking during delivery to confirm the physical location where the package was scanned.
If the carrier confirms misdelivery, please contact us immediately so we can assist with the next steps.

Important Notes

  • We are not responsible for incorrect shipping addresses entered at checkout.
  • Once a package is marked “Delivered,” responsibility typically transfers to the recipient under standard carrier terms.
  • We reserve the right to evaluate each claim individually.
  • We do not require a signature confirmation on orders.  If you know your area has a high volume of stolen goods, we can work with you to require a signature for delivery on your package.  This must be done prior to your order being shipped out.

Our goal is always to make things right when possible. Clear communication and prompt reporting help us resolve disputes quickly and fairly for all parties.
If you experience a shipping issue, please contact our support team with your order number and tracking information so we can assist you right away.

SECTION 5 – CHARGEBACKS

Unauthorized chargebacks or payment disputes related to damages, lost, or stolen packages may be subject to our Credit Card Authorization and Fraud Prevention provisions as outlined in our Terms of Service.
• Initiating a chargeback through your bank before contacting us can significantly delay resolution.
• Chargebacks often take 75–120 days, involve multiple steps, and limit our ability to assist you directly.

We are always willing to work toward a reasonable outcome. A chargeback should be a last resort, not the first step. We are here to help.