At ShipHero, we do our best to fulfill every order as accurately as possible. However, if there is a mistake we will work to resolve it as quickly as possible.
We will reconcile fulfillment operational errors within 60 days from the original ship date.
You must follow the following instructions when your end-customer claims there is a shipping error. Without visual proof, ShipHero is not responsible to credit your account.
If your customer believes they received the wrong shipments please submit the following to firstname.lastname@example.org or open a ticket using our help option.
- Subject Line: [Order Number]; [Email associated with your account]
- Picture of the item - including any associated tags from the customer who received "wrong item"
- Picture of the associated barcode on the bag the item came in (or if the barcode is on the physical product)
- Picture of the Shipping Label
If it is determined that ShipHero has made an error the following credits will apply.
Maximum reimbursement for wrong shipments, non-shipments, swapped shipments is limited to shipping fee and/or return fee (at ShipHero's discretion).
ShipHero is not responsible for the cost of product/inventory that may be lost during shipping errors.
Inventory that is lost in the warehouse will be rectified as a credit to the Merchant account.
If an inventory is found within 45 days of the merchant's notice of "lose" credit will be withdrawn.
All reimbursements will be issued as ShipHero credits for future shipping and storage costs.