Lost Items PoliciesUpdated 6 months ago
- Packages presumed to be lost
- Order issues for packages presumed to be lost by the carrier (where the status is not "delivered") must be filed no sooner than 7 calendar days after the last tracking update for United States domestic shipments (21 days for international shipments, including Canada).
- Order issues for packages presumed to be lost by the carrier (where the status is not "delivered") must be filed no sooner than 7 calendar days after the last tracking update for United States domestic shipments (21 days for international shipments, including Canada).
- Estimated Delivery Date
- After 5 calendar days have passed from an estimated delivery date given from the carrier, and no delivery or update has been made, Piccalio Package Protection will consider the order to be "lost" and assist with next steps.
- After 5 calendar days have passed from an estimated delivery date given from the carrier, and no delivery or update has been made, Piccalio Package Protection will consider the order to be "lost" and assist with next steps.
- Invalid address or delivery barriers
- Sometimes carriers cannot deliver the customer’s package due to an invalid address or other unexpected delivery barriers. At this point, the carrier might return the package to the sender/retailer. The customer’s package is not actually lost, thus Piccalio does not cover this. In instances where the item is being returned to the sender and is reusable, customers will be issued a refund and will be responsible for replacing their order at their convenience. Please reach out to us here if you believe your order has been returned to our warehouse.
- Sometimes carriers cannot deliver the customer’s package due to an invalid address or other unexpected delivery barriers. At this point, the carrier might return the package to the sender/retailer. The customer’s package is not actually lost, thus Piccalio does not cover this. In instances where the item is being returned to the sender and is reusable, customers will be issued a refund and will be responsible for replacing their order at their convenience. Please reach out to us here if you believe your order has been returned to our warehouse.
- Only part of the order delivered
- It is not guaranteed that all items in your order will ship at the same time. In fact, it's more likely that the items in your order will ship at different times. We'll get your entire order out as quickly as possible, and you'll receive a shipping confirmation email with a tracking link as soon as each item leaves our warehouse. Please reach out to us here if you believe an item from your order is missing or has not shipped.
- If a single order is being shipped in multiple packages and one package does not arrive, Piccalio Package Protection will cover the order issue and reorder or refund the value of the undelivered package.
- If Piccalio forgets to ship an item from the customer’s order, the customer needs to reach out to us directly.
- It is not guaranteed that all items in your order will ship at the same time. In fact, it's more likely that the items in your order will ship at different times. We'll get your entire order out as quickly as possible, and you'll receive a shipping confirmation email with a tracking link as soon as each item leaves our warehouse. Please reach out to us here if you believe an item from your order is missing or has not shipped.
- Packages labeled "return to sender"
- Piccalio Package Protection does not cover packages labeled return to sender because the order has been sent back to the retailer. Items are returned to sender when a customer provides an invalid or undeliverable address or refuses a delivery.
- Exceptions can me made at our discretion, but it is case-by-case and is not guaranteed.
- Piccalio Package Protection will cover the customer's order if the package gets lost in-transit back to the sender, if the package was returned to sender due to a carrier error.*
- Piccalio Package Protection does not cover packages labeled return to sender because the order has been sent back to the retailer. Items are returned to sender when a customer provides an invalid or undeliverable address or refuses a delivery.
*Please note: Piccalio Package Protection timeframes for filing apply.
- Order stuck in customs:
- Piccalio Package Protection cannot cover when a customer’s order is stuck in international borders/customs.
- The customer’s next step is to pay the customs fees in order to receive the package.
- Piccalio Package Protection is not responsible for customs fees due at time of delivery.
- Piccalio Package Protection cannot cover when a customer’s order is stuck in international borders/customs.
- Order marked as unfulfilled or unshipped
- If the customer’s order is marked as unfulfilled or unshipped, the order hasn’t been fulfilled yet by the retailer (retailer could be low on inventory of the items, internal delays with the fulfillment center, etc.). Piccalio Package Protection only covers orders that have shipped. Piccalio Package Protection is not yet in action because the order has not shipped.
- Piccalio does not control how quickly the carrier updates the shipping status.
- If the customer’s order is marked as unfulfilled or unshipped, the order hasn’t been fulfilled yet by the retailer (retailer could be low on inventory of the items, internal delays with the fulfillment center, etc.). Piccalio Package Protection only covers orders that have shipped. Piccalio Package Protection is not yet in action because the order has not shipped.
- Order issue filed too soon
- If the customer is filing an order issue the same day that the package was marked as delivered, at our discretion Piccalio may ask you to wait 5 days. Carriers (FedEx, USPS, UPS, DHL, etc.) sometimes prematurely mark the package as delivered when it’s still in transit.