We try our best to have every package reach its final destination.
ShipHero is not responsible for packages in a carrier's possession that are not delivered.
For instances where a package is marked as delivered on the carrier tracking site, but your customer claims they did not receive it, we recommend doing the following:
- Verify the shipping address on order is accurate.
- Look around the delivery location for the package or notice of attempted delivery by the carrier.
- Check with neighbors if they have accepted the shipment in your absence.
- Wait an additional 1-2 business days in case the carrier may have marked your order as delivered prematurely.