As your manufacturing partner, it's our responsibility to make your products and get them to the shipping address provided for your orders.
Unfortunately, from time to time shipping carriers may lose a package, it is just the nature of shipping products. In the case the shipping carrier loses a shipment, we will remake and reship a replacement order at our cost. However, please note the following important exceptions;
- It's up to us to determine if a package is truly lost or just delayed. If we feel the package is delayed, we may ask you or your customer to continue to wait for the shipment.
- If the tracking is marked as delivered or attempted delivery, we consider the package to be delivered. This is not a lost package and you will need to work with your customer to locate the package. In most cases, a neighbor received the shipment and the customer can simply ask their neighbor, their shipment is being held by a doorman or another person responsible for final delivery of mail at that address. With a little bit of effort these packages are typically located.
- International orders. For international orders, it's common that the package will held by customs and it's possible that you will need to work with your customer to have them collect the shipment from their local postal service. If they fail to collect the shipment, it's not our responsibility.
Before you consider reshipping a product to a customer, we recommend that you confirm that your customer has the correct address and work with your customer to get in touch with their local post office. In many cases lost packages can be found with some extra attention.
It is your customer’s responsibility to enter their address correctly, check the tracking information and work with the shipping carrier to receive the order. This is the exact same as if you had shipped and fulfilled the product yourself.
If a package is returned to us because it is undeliverable for any reason, we will reship it for you at your cost, simply contact us to arrange a reshipment.