At MedicalSalesSupply.com, we understand the frustration and inconvenience of lost packages. We are committed to ensuring that you receive your order in a timely manner. Please review our Lost Package Policy for detailed information on how we handle such situations.
1. Definition of a Lost Package
A package is considered lost if it has not been delivered within 14 business days from the date of shipment, and the carrier tracking information does not provide a clear update on its location.
2. Reporting a Lost Package
If you believe your package is lost, please follow these steps:
- Verify Shipping Address: Ensure that the shipping address provided at checkout was accurate and complete.
- Check Tracking Information: Review the tracking information provided in your shipment confirmation email to see the latest status of your package.
- Contact the Carrier: Reach out to the shipping carrier for additional details or to report the lost package.
If you still cannot locate your package, please contact our customer service team at [email protected] or 844-211-2670 within 30 days of the expected delivery date.
3. Investigation Process
Once you report a lost package, we will:
- Initiate an Investigation: We will contact the shipping carrier to start an investigation into the lost package.
- Provide Updates: We will keep you informed of the progress and any findings from the investigation.
4. Resolution
If the package is confirmed lost after the investigation, we will offer one of the following resolutions:
- Replacement: We will send a replacement of the same item(s) at no additional cost to you.
- Refund: If a replacement is not possible or preferred, we will issue a full refund to the original payment method used for the purchase.
5. Exceptions
This policy does not cover packages that are lost due to incorrect shipping addresses provided by the customer or if the package is marked as delivered by the carrier. In such cases, we recommend the following:
- Incorrect Address: If the package was sent to an incorrect address provided by the customer, we are not responsible for the loss. Please ensure that all address information is accurate before completing your purchase.
- Marked as Delivered: If the tracking information indicates the package has been delivered, but you have not received it, please check with household members, neighbors, or contact the carrier for more information. In some cases, packages are left in secure locations or with a building manager.
