TRACKING SHOWS ARRIVED
There’s not a whole lot we can do when the tracking info shows it as being delivered. We have the customer check with everyone in their household as someone else might have brought it in. Sometimes we have heard of a package going to a neighbor mistakenly or being left at a different/side door. In our experience, usually the package is located.
Most orders are shipped via UPS Mail Innovations or UPS Surepost, and final delivery is by the USPS so we also suggest having the customer contact their local post office and many times they can get in touch with the actual person who delivered it and see if they recall where they left it. It’s best to do that soon after it’s marked as delivered.
Keep in mind that if tracking information states an order was delivered but your customer thinks they haven't received it, we can’t take responsibility and reship that order. In that case, any replacements would have to be at your expense. You can then make a replacement order in the app.
NO TRACKING OR NO MOVEMENT
If a package does not show any movement or lost in transit as well as passed the allotted time for delivery we will send a new package at our cost to the customer. We may ask you to check with your customer to very the address or supply us with a new shipping address.
We will either replace or refund. If the customer does decide to replace and there are issues on the replacement it would be your responsibility as the store owner to replace or refund on your end.
Any returns due to size issues or second thoughts are totally up to you and how you would like to handle them, we don't offer exchanges or refunds in those situations.
If it is an issue on our end where we sent out the wrong product, wrong size, bad graphic just send us a picture of what the customer received for quality control purposes and we can offer a refund or replacement once the issue is deemed our fault.
US customers have up to 30 days after the shipped date and international customers have up to 60 days after the shipped date.
What we need to make a replacement order:
- Please provide the customer name and email.
- Please provide the order number
- Please provide picture of wrong/ damaged item.
- Please provide the changes necessary to correct/make replacement order, ie: color, size, style, etc.
Once we receive this we will print a replacement product and send it right out!