Delivery delays

Fulfillment clients

Tracking can lag a day or two, especially with economy services and over weekends. If a package shows no movement for several days, tell us and we open a trace with the carrier, and a claim if it is lost.

Reading the tracking

Label created, no scan: the package is waiting for pickup or was picked up without a scan. The first scan usually appears within a business day.
In transit, no update for days: common with economy services; packages often arrive without intermediate scans.
Delivery attempted: the carrier tries up to three times, then returns the package to us.

When to tell us

If tracking has not updated for 5 business days, open a request with the order and tracking number; for an expedited service, open one as soon as the package is a business day past its delivery date. We contact the carrier and update you.

Replacements

We can ship a replacement while the original is in transit; if both arrive, ask the customer to refuse or return one. The replacement is a normal order at the normal fee unless the delay was our error.

Lost packages

When you tell us, we open a trace with the carrier, then file a lost-package claim as soon as the carrier allows it: right away at UPS and FedEx, and from 15 days after shipping at USPS. UPS Mail Innovations, our lower-cost service, carries no insurance, so a lost package cannot be claimed; if you want it reshipped, the reship is a normal order unless the error was ours. See Lost or damaged in transit: filing a claim.

Marked delivered but not received

Ask the customer to check with neighbors and the building, then tell us. Where the carrier delivered to the wrong address and the customer can show it, we file a claim with the evidence.

Was this article helpful?