We wish delivery times could be guaranteed; however, with shipping being so unpredictable at the moment, it's not an option our carriers can provide. You may also experience some unfortunate situations outside of standard shipping delays, such as a package being lost, stolen, or damaged. When this happens, most customers will reach out directly to us first; however, when packages leave our warehouse, they are in the carrier's hands, and the order is no longer in our control.
Why you should purchase Route Shipping Insurance:
We offer Route Delivery Insurance as a way to protect your order in the event the package is lost, stolen, or damaged. This option is the default and will automatically be applied to your order upon checkout (for a nominal additional fee) because we highly recommend this :)
Please note: that if you have opted out of Route for additional coverage, carriers will not reimburse for stolen orders. If your package was lost or damaged in transit, we are not able to replace or reship your order without an approved claim that has been submitted by you to the shipping carrier.
Scenario 1: Tracking says delivered but you don't see it
Step 1: Contact the shipping carrier. You can contact Canada Post here or UPS here.
The faster you reach out to the shipping carrier, the better the chances are that your package will be recovered.
Step 2: Check with Neighbors or the Front Desk/Office
Sometimes your neighbor might have received your package and didn’t look at the name or address before opening it. If you live at an apartment complex or had the package delivered to a work location, make sure to ask the front desk or office to see if the package was delivered there versus your doorstep or desk.
Step 3: Ask other household members
Yes, we have seen this happen — a partner brings in a package and shoves it somewhere out of sight. It doesn’t hurt to double-check that no one else in the household has seen any recent packages.
If you are still unable to locate the package after the above steps, please continue:
STEPS IF YOU PURCHASED ROUTE:
Step 1: Check emails from Route
Check and make sure you have not received any recent emails from Route regarding a delay or issue in your package shipping.
Step 2: Start a Claim/Issue with Route
If you do not have any Route alerts, you can click here to here to submit a claim with Route. You will just need to have your order number and email address on hand, but they will then take care of everything else and get you taken care of. It's that easy!
Lastly: Contact us
If you have any issues with Route or submitting your claim, please send contact@slumberpod.com an email with your order number, and we will help submit your claim through Route!
STEPS IF YOU DID NOT PURCHASE ROUTE:
Step 1: Submit a claim to the carrier
We ship with Canada Post and UPS, so be sure to check your tracking number to determine which carrier was used to bring your order to your door. You can submit a claim with Canada Post here or with UPS here.
Claim Approved:
Once you get confirmation that your claim has been approved, please submit this form or email us at contact@slumberpod.com and we will reimburse you for your order total or send you a replacement.
Claim Not Approved:
If the carrier denies your claim, unfortunately, we will not be able to assist you further. This is a reason why we highly recommend purchasing Route package protection.
Scenario 2: TRACKING NEVER UPDATED
Did you receive an email with your tracking number, but it shows no updates after a few days? If so, please submit this form or email us at contact@slumberpod.com and provide your order number.
Scenario 3: PACKAGE STOLEN
UGH! Porch pirates! :( Unfortunately, they are on the rise (especially during the holiday season).
STEPS IF YOU PURCHASED ROUTE:
Step 1: Start a Claim/Issue with Route
You can click here to submit a claim with Route. You will just need to have your order number and email address on hand, but they will then take care of everything else and help get you taken care of!
Lastly: Contact us
If you have any issues with Route or submitting your claim, please send contact@slumberpod.com an email with your order number, and we will help submit your claim through Route!
STEPS IF YOU DID NOT PURCHASE ROUTE:
Step 1: File a Claim with the Shipping Carrier
We ship with Canada Post and UPS, so be sure to check your tracking number to determine which carrier was used with your order. You can submit a claim with Canada Post here or with UPS here. Most shipping carriers do not cover stolen packages, but this step can still be helpful.
Claim Approved:
Once you get confirmation that your claim has been approved, please submit this form or email us at
contact@slumberpod.com and we will reimburse you for your order total or send you a replacement.
Claim Not Approved:
If the carrier denies your claim, unfortunately, we will not be able to assist you further. This is a reason why we highly recommend purchasing Route package protection.
Step 2: File a Police Report
You will need to reach out to your local police department to submit a police report. Some departments offer this option online, but you will need to check with your local department to determine their preferred process.
Step 3: File a Claim with your Credit Card
Some credit cards offer purchase protection which will reimburse you for any stolen items as long as you used their credit card to purchase. You will want to check with your credit card company's website to check for coverage information and file a claim.