What should I do if my package seems lost in transit or has not been delivered by the expected date?

At Geometry, we strive to ensure that all orders are delivered promptly and in excellent condition. However, we understand that occasionally, packages may be lost in transit. This policy outlines the steps we take to address such situations and ensure customer satisfaction.

1. Reporting a Lost Order

Customers should report a potentially lost order to our Customer Service team within 30 days of the expected delivery date.
Please provide your order number, tracking number, and any relevant information regarding the shipment.

2. Investigation Process

Upon receiving a report of a lost order, we will initiate an investigation with the shipping carrier.
The investigation may take up to 7 business days. We will keep you informed of the progress and any updates from the carrier.
Packages that have had tracking updates within 7 business days are not considered lost in transit.

3. Resolution Options

If the carrier confirms that the order is lost, we offer the following resolution options:
- Replacement: We will send a replacement of the lost items at no additional cost to you.
- Refund: If a replacement is not possible or preferred, we will issue a full refund for the lost items, including shipping costs.

4. Exceptions and Conditions

This policy applies to orders whose tracking information indicates the package has not arrived at the delivery address and the tracking has not updated in 7+ days.
If the tracking information shows that the package was delivered, but you have not received it, please check with neighbors and your local post office. If the package still cannot be located, please contact us for further assistance.
Claims for lost orders must be made within 30 days of the expected delivery date to be eligible for resolution under this policy.

5. Contact Information

For any issues related to lost orders, please contact our Customer Service team at [email protected] and we will be happy to assist you.

What should I do if my package seems lost in transit or has not been delivered by the expected date?Updated 2 months ago