Missing DeliveriesUpdated 6 months ago
Missing Deliveries
There may be situations when customer orders are marked as delivered, but the package is nowhere to be found. In many cases, this is a simple mix-up that is often the result of one of the following reasons:
- The package was prematurely scanned by the delivery carrier and will be delivered the next day.
- The package has been left in an alternate safe place nearby, such as with a neighbour.
- Your package is being held at a postal office for pickup.
Before escalating such a situation we kindly request that you wait at least 48 hours from the time your package is marked as delivered before contacting us to ensure it is not a temporary delay or misunderstanding. If 48 hours have passed since the delivery update, please contact us.
Your case will be investigated and a replacement order may be offered based on the results of our investigation.
Important Note:
We do not offer refunds for orders that are confirmed as delivered by carrier tracking information. If eligible, customers will be offered a courtesy reshipment or gift card reimbursement on orders with out-of-stock items.
Vitaly Design cannot be held liable for lost orders as the result of incorrect shipping addresses provided by customers at checkout. Orders lost due to customer error will not be eligible for replacement or reshipment.