Lost Package Policy

We strive to deliver all orders in a timely and secure manner. However, in the rare event that a package is lost during transit, we are committed to resolving the issue promptly. This policy outlines the steps we take to investigate and replace lost orders.

Lost Package Process

Initial Investigation

Timeline for Filing a Claim: Customers must report a lost package within 10 business days of the expected delivery date.

Contact Information: To file a lost package report, contact us at Support@thestackhouse.com with your order number and shipping details.

Carrier Check: We will first verify the package status with the shipping carrier (USPS/UPS) to confirm it has been declared lost.

Required Documentation

Lost Package Claims: The customer must provide the order number and a description of the issue.

Non-Deliveries: We may request confirmation of the delivery address provided during checkout to ensure there were no address errors.

Investigation Timeline

Carrier Investigation: We will initiate an investigation with the carrier, which typically takes 7-10 business days. During this time, the carrier will attempt to locate the package or confirm it is lost.

Customer Communication: We will keep the customer informed throughout the investigation and notify them of the carrier’s findings.

Resolution Options

If the Package is Found: If the carrier finds the package, we will arrange for its delivery as soon as possible.

If the Package is Declared Lost: If the carrier declares the package lost, we will offer the following resolution options:

• Replacement Order: We will produce and ship a replacement order at no additional cost to the customer.
• Refund: Customers may request a full refund if a replacement order is not desired.

Policy Exceptions

Incorrect Address: If a package is lost due to an incorrect address provided by the customer, we will not be responsible for the replacement or refund.

Marked as Delivered: If a package is marked as “delivered” by the carrier but the customer has not received it, we will initiate an investigation. However, customers may be required to check with neighbors, building management, or their local post office.

Customer Support

For any questions regarding lost packages, please contact our support team at 850-361-8060 or Support@thestackhouse.com. We aim to resolve all issues within 15 business days from the date the lost package report is filed.