If your customer reports that their order hasn't arrived, the first step is to check the shipment's tracking information.
Depending on the tracking status, there are different actions you or your customer can take. The sections below explain the most common scenarios.
Scenario 1: The Tracking Shows the Order Was Delivered
If the tracking status shows Delivered, but your customer cannot locate the package, Subliminator is unable to provide a free replacement or refund.
Ask your customer to:
Check around the delivery location.
Ask family members, neighbors, or building management if they accepted the package.
Contact the shipping carrier to request delivery details or proof of delivery.
During peak seasons, such as Christmas and other major holidays, carriers may experience delays. In some cases, packages marked as delivered may arrive shortly afterward. We recommend allowing a little extra time before reporting the package as lost.
Scenario 2: The Order Was Returned Due to an Incorrect Address
If the tracking shows the package was returned because of an incorrect or incomplete shipping address, Subliminator cannot provide a free refund or replacement.
Examples include:
Incorrect street address
Missing apartment or unit number
Invalid postal code
Incorrect city or state
You may request a replacement order, but the manufacturing and shipping costs for the replacement will be your responsibility.
For more information, see My Order Was Returned to Sender. What Should I Do?
Scenario 3: The Tracking Has No Updates or Movement
If the tracking information has stopped updating or shows no movement for an extended period, the shipment may be delayed or lost.
Please contact the Subliminator Support team so we can investigate the shipment with the shipping carrier.
If the order is confirmed as lost, we will arrange either:
A free reshipment, or
A full refund.
The resolution will depend on the outcome of the carrier's investigation and the shipment status.
Scenario 4: The Order Was Seized by Customs
Orders that are seized or withheld by customs because of copyright or trademark violations are not eligible for a refund or replacement.
When you upload or save a design in Subliminator, you confirm that:
You own or have permission to commercially reproduce the design.
Your design does not infringe on any copyright, trademark, publicity, or other intellectual property rights.
Subliminator prints products based solely on your instructions and does not verify ownership or licensing of uploaded artwork.
You accept responsibility for any legal claims related to your uploaded designs, including copyright, trademark, or other intellectual property disputes.
Best Practices
To help reduce delivery issues:
Verify your customer's shipping address before publishing an order.
Encourage customers to monitor their tracking information.
Ask customers to contact the carrier promptly if a delivery attempt is missed.
Allow extra delivery time during peak shopping seasons.
Only upload artwork that you own or have permission to use commercially.
Frequently Asked Questions
My customer's tracking says "Delivered," but they haven't received the package. What should they do?
Ask your customer to check with neighbors, household members, or building management, then contact the shipping carrier for additional delivery information.
The tracking hasn't updated for several weeks. When should I contact support?
Please contact the Subliminator Support team so we can investigate the shipment with the shipping carrier.
Can I receive a free replacement if my customer entered the wrong address?
No. Orders returned because of an incorrect or incomplete shipping address are not eligible for a free replacement or refund.
What happens if customs seizes the shipment?
Orders seized because of copyright or trademark violations are not covered by Subliminator. Sellers are responsible for ensuring they have the legal rights to use all uploaded designs.
If you have additional questions, please contact our support team through live chat or email.