If the tracking status shows that a package has been Delivered, but your customer reports they haven't received it, the shipment is considered successfully delivered by the shipping carrier.
In these cases, Subliminator cannot provide a free replacement or refund.
Ask the Customer to Check the Delivery Location
Before requesting a replacement, ask your customer to thoroughly check the delivery location.
They should:
Look around the front door, porch, mailbox, or other safe places where the carrier may have left the package.
Check with family members, neighbors, building management, or reception staff who may have accepted the delivery.
Review any delivery notifications provided by the carrier.
Sometimes carriers leave packages in secure or less visible locations to protect them from theft or weather.
Contact the Shipping Carrier
If the package still cannot be located, ask your customer to contact the shipping carrier directly.
The carrier may be able to provide additional delivery information, such as:
The exact delivery location.
Delivery notes left by the driver.
Proof of delivery, when available.
For example, the delivery notes may indicate that the package was left under the table on the back porch or another designated safe location.
If the Package Cannot Be Found
If the customer is unable to locate the package after checking the property and contacting the carrier, a replacement order will need to be placed.
Because the shipment was confirmed as delivered by the carrier, the replacement is not eligible for a free reshipment or refund.
To resend the product, create a new manual order through the Subliminator app.
Best Practices
To help reduce delivery issues:
Encourage customers to monitor their tracking information.
Ask customers to check with neighbors or building management before reporting a package as missing.
Recommend contacting the carrier as soon as possible after a delivery notification is received.
Remind customers to provide a secure delivery address whenever possible.
Frequently Asked Questions
Why can't Subliminator provide a free replacement?
Once the shipping carrier confirms that the package has been delivered, Subliminator considers the shipment complete. For this reason, delivered orders are not eligible for a free replacement or refund.
What should my customer do first?
Your customer should check around the delivery location, ask neighbors or household members, and contact the shipping carrier for additional delivery details.
What if the carrier confirms the package was delivered?
If the carrier confirms successful delivery and the package still cannot be located, you'll need to place a new manual order to send a replacement.
How do I resend the order?
Create a new manual order in the Subliminator app using the customer's correct shipping information.
If you have additional questions, please contact our support team through live chat or email.