Managing Undelivered Parcels
Undelivered parcels are a common issue, and they can be stressful when you’re simply waiting for your order to arrive. A package may stop moving in tracking, get delayed, or show an error message – and here’s our policy of dealing with undelivered parcels.
We've outlined some tips on how to prevent missing packages before actual shipping, and in this article you will find out steps for after-shipping issues.
Parcel doesn't move for some time
If the package got stuck and the tracking information remains unchanged for several days, please contact us at [email protected] and we'll sort it out with the carrier.
If the tracking info shows the status 'Returned to Sender'
If the postal service is unable to deliver your order, it will be sent back to us. The most common reasons for failed delivery include:
- Insufficient or incorrect address.
- No one home when delivery is attempted.
- Parcel not picked up from the local post office.
It's difficult to predict how long your parcel will take to make it back because it will be returned with the slowest (and cheapest) shipping method available.
Please note that we are unable to refund your initial shipping fee. Once your order makes it back to us, we will contact you to confirm the shipping cost for redelivery.
If your order is marked as delivered but you can't seem to find it
First off, please note that we cannot be held responsible for lost or stolen packages once they have been delivered to the shipping address associated with your order. A package is considered delivered when the tracking status has been updated to delivered.
In case the package was left with a neighbour or in a certain place you noted, it cannot be our or couriers' responsibility if it gets lost.
Anyway, we try our best to take care of each case individually and here're the steps you can take:
Make sure the address you gave for your order is correct
Please contact us at [email protected] with the correct shipping information and our support team will double-check it in our order processing system.
Check with your neighbours
Sometimes couriers may leave a package at your neighbours either intentionally or not, if they failed to tell apart the porches or doors. Moreover, neighbours could have noticed a courier or another person leaving or taking the package.
Contact your local delivery service promptly
If you suspect the parcel to be stolen, it's possible to file a claim with carriers which were responsible for transiting your parcel. Be sure you file a report with them in this situation asap.
Please note that some carriers will require you to create an account on their websites for this purpose, and what's more important – they will ask for some documents like invoice or any other proof of purchase. If needed, please contact us at info@boostsurfing for the necessary documents.
These are the carriers we mostly use to ship the orders:
If all the above-mentioned steps don't really help, our support heroes will do their best to resolve the issue from our end or find another solution for you. No worries!