Packages Presumed to be Lost
Presumed lost packages are packages that are lost by the carrier and do not show as being marked "delivered" by the carrier.
DOMESTIC CUSTOMERS - please file a claim no sooner than 7 business days after the last tracking update.
INTERNATIONAL CUSTOMERS - please file a claim no sooner than 20 business days after the last tracking update. Please note that the packaging being "stuck" in customs does not consitiute as "lost".
Estimated Delivery Date
Please note that ALL shipping time are an approximation. Once the package has left our warehouse, the carrier is SOLELY responsible for the delivery of this package.
If your package is currently in transit (meaning it has left our warehouse), please reach out to the carrier before reaching out to our support team.
If 4 business days have passed from an estimated delivery date given from the carrier, and no delivery or update has been made, we will consider the order to be "lost" and you can file a claim here to proceed with next steps.
Invalid Address
If you (the customer) has entered an invalid address and the package cannot be delivered, this will not be eligible for a replacement.
If the invalid address is due to a carrier error and the package is returned to us, we are happy to reship this to you preferably with a different address.
Partial Order Delivery
If you have ordered several items in one package but only part of the order arrived and there is no evidence of tampering, please reach out to support@shopsonix.com
If a single order is being shipped in multiple packages and one package does not arrive, we will cover the order issue and reorder or refund the value of the undelivered package.
Packages Labeled "Return to Sender"
We do 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.
At our discretion, we may cover the order if the issue is due to a carrier error.
We do cover the order if the package gets lost in-transit back to the sender.
Order Stuck in Customs
We do not cover 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. Please contact the customs office for further instruction.
Delivered And Missing Package
If your order has been marked as "delivered" by the carrier and you have not received it, please file a claim here at least 5 business days after being marked delivered and no longer than 15 business days post "delivery".
Delivered to the Wrong Address
If the customer has entered the wrong address and did not contact our support team before shipment, the package will not be replaced.
Damaged or Broken Item
Order Issues for damaged or broken orders must be filed within 15 days of the delivery date.
For broken items, please take photos of the item and safely and properly dispose of the item.
Please include all information about the damage. The customer service agent will ask you for photos of the item and the packaging to show it was the carrier fault.
