How to handle Delivery Issues

Delivery issues

Mistakes happen, wrong addresses given, and carriers doing their own thing. Fortunately, we're here to help when things go wrong in transit. 

If you see either of these issues with your delivery, you may be eligible for a Remake. 

Returned to sender

An item may be returned to sender, or it may show as delivered to our factory.

In these cases, the most common reason is that the customer provided an incorrect or incomplete shipping address.

You can check the tracking history to see if the carrier has indicated what the issue was, though this reason is not always accurate.

Ask your customer for their complete shipping address, including any apartment or unit numbers. Then reach out to our team with the order's SHINE ID to request reshipment.

Tracking not moving

For US domestic shipping, tracking numbers may take up to 24-48hrs hours to start updating. If the updates stop during transit, allowing up to 5 business days will usually provide further updates.

For International shipments, tracking numbers start updating 5-10 days after we ship it. This is due to how carrier UPS transports the item to the international sorting hub in New York, and updates only begin once sorted ready for export.

Once the item is showing as in transit, it will pause updates once it leaves the USA. For most countries, it'll start updating again within 15 days, usually once it has cleared customs in the destination country.

For US Domestic orders showing the USPS label has been created and not moved. Please contact Support before 30 days post shipment date so we can investigate. Management discretion may approve a 1 time remake/refund. If contacted post 30 days no approvals for remakes/refunds will be approved unless package protection is in place.

Wrong address

Once an item has shipped, we cannot change the shipping address.

In most cases, the item will be returned to sender and we can reship it once it's back with us. Ask your customer for their complete shipping address, including any apartment or unit numbers. Then reach out to our team with the order's SHINE ID to request reshipment.