If a package is lost, we commit to resending the product or refunding the customer only after the carrier has officially declared the package lost.
This provision does not apply to products marked as "delivered": if your customer indicates that they have not received their package but the tracking shows it as delivered, we will not be able to refund or resend the order. If your customer indicates that they cannot find their package, it is up to you to make a decision, but if you wish to have it resent, you will need to place a new manual order.
Packages returned to us due to addressing errors or non-claim can be resent with additional reshipping fees but will not be eligible for a refund.