If the product does not arrive to the proper destination, a claim may be filed no later than 30-days from the expected arrival date. Once a claim is filed, the following actions will take place:
- For untracked packages: merchants will need to confirm the address with the customer before we take any action.
- For accurate addresses: package will be resent unless the tracking indicates that the product has been delivered. If the package has been delivered, a new package will not be resent. Resent packages will incur a cost to the merchant.
- For inaccurate addresses: package will be returned-to-sender (RTS) [see “how do you handle returned orders?”] and merchant will need to manually place a new order via Shopify.