What happens if my package is lost in transit?
Once our fulfillment team has shipped a package, we lose direct control over the packages in transit. Occasionally, mistakes happen from the couriers who transport our packages. We offer a 100% refund or re-ship policy on packages that are lost or not delivered with supporting proof. Please review the situations below to determine how you should proceed to resolve your issue as quickly as possible.
The tracking number hasn't shown any progress of the package in more than 10 days:
Email us at email@example.com with your situation. Please provide the following in the email:
- Subject line: "Package Lost in Transit"
- Your order number
We will review your tracking information and determine if the package appears to be lost. If the package is lost, we will re-confirm your delivery address and ship a replacement for your order.
The courier marked the package as "delivered" but you have not received the package:
First, check any places where the package might have been delivered (example: the mail room of your apartment, the side door of your home, etc.) If you are unable to locate the package on or around your property, then proceed to the next section.
Occasionally, couriers will mark packages as delivered before they are actually offloaded from the delivery vehicle. Provide 1 - 2 additional business days to receive the package at your shipping address. If this time has passed the the package is still not found, proceed to the next section.
If a package is marked as delivered by the courier, we require a statement of loss or improper delivery from the courier to process a refund or reshipment.
The most expedient path to resolution will be for you to file a lost package claim with your delivery courier. The courier will need to provide proof of delivery, or a statement of loss or improper delivery. Once you have this documentation that proves your package was not delivered, please email us at firstname.lastname@example.org with your order number and the proof from the courier. If you have any other corroborating evidence such as front door camera footage of your package, please inform us of this in your initial email.
If a package is successfully delivered to the shipping address for the order, Arrowhead's responsibility for the package ends. Arrowhead is not responsible for orders that are placed to incorrect locations due to typos or other incorrect entry of address by the customer. Please take precautions against package thieves by shipping to secure locations and using appropriate theft deterrents such as doorbell cameras and gates. Always double-check the shipping address for your order as shown in the Confirmation Email.
Who do I contact if I am unsure of the delivery courier or tracking number?
Send an email with the following information to email@example.com with:
- Your order number
- Your situation (lost or improperly delivered package)
- The information you are requesting from us to file a lost package claim
Effective as of July 26th, 2021.