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If a parcel is lost we will only return the product or refund the customer after the carrier has officially declared the parcel lost.

This does not apply to products marked as "delivered": if your customer tells you that they have not received their parcel but the tracking shows that it is marked as delivered, we will not be able to refund or reship the order.
If your customer tells you that they cannot find their parcel, it is up to you to decide, but if you wish to have the parcel resent you will need to place a new manual order.

Parcels returned to us for lack of address or no claim may be resent subject to a reshipment fee but will not be eligible for any refund.
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