We know that you are excited to receive your order as soon as possible, and we’re excited to send it! Unfortunately, due to the current unpredictability of shipping, we cannot guarantee delivery times. There are situations beyond our control, such as lost, stolen, or damaged packages, that may occur during shipping.
To provide some peace of mind, we offer Route Package Protection. This insurance option automatically applies to your order at checkout for a small additional fee. We highly recommend it to protect your order in case of loss, theft, or damage, it’s so worth it!
Below are different shipping/delivery scenarios along with the appropriate contacts to reach out to for assistance. These guidelines will facilitate a quick and prompt resolution based on whether you have purchased Route Package Protection or not.
If your package arrives damaged, is lost in transit, stolen, or the delivery status shows "delivered" but you can't find your package, follow these steps:
If you purchased Route Package Protection:
- Start a claim or report an issue with Route by clicking here. Provide your order number and email address, and Route will assist you further. It’s that easy, they take it from there!
- We are here to help: If you encounter any difficulties with Route or submitting your claim, please email us at firstname.lastname@example.org with your order number, and we'll help you submit the claim.
If you did not purchase Route Package Protection:
- File a claim directly with the shipping carrier (Canada Post here or UPS here.) using the provided links.
If your claim is approved, please submit this form or email us at email@example.com, and we will reimburse you for the order total or send you a replacement.
If your claim is not approved by the carrier, we regret that we won't be able to assist you further. This highlights why we highly recommend purchasing Route package protection.
*Please note that SlumberPod nor shipping carriers will reimburse for stolen goods post-delivery. In these unfortunate cases, we recommend:
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.
File a Claim with your Credit Card
Some credit cards offer purchase protection which would reimburse you for any stolen items if 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.