We try our best to have every package reach its’ final destination. Shiphero is not responsible for packages in a carriers possession that are not delivered. We do not cover the cost of your product or shipping if a carrier loses your package.
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 the order is accurate.
- Look around the delivery location for the package or for a notice of attempted delivery by the carrier.
- Check with neighbors in case they may 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.
In these cases, most carriers do not allow for a claim to be placed for your shipment, however, our CS team will do what we can to reach out to the carrier for an update on your shipment. When reaching out to CS, please include the following:
- ShipHero Order Number