What to Do If Your Shipment is Damaged or MissingUpdated 8 months ago
Receiving a damaged package or not receiving it at all can be frustrating. At Ethos Car Care, we're committed to ensuring our customers receive their orders in perfect condition and on time. If you encounter any issues related to shipping, follow these steps to address the situation:
1. Damaged Shipment
Issue: Your package arrived, but the products inside are damaged, leaking, or broken.
Steps to Follow:
Document Everything: Before opening further or disposing of any items, take clear photos of the damaged box and products. This documentation will be crucial when claiming a replacement.
Contact Us Immediately: Reach out to our customer service team through email or phone. Provide your order number and attach the photos you took.
Secure the Package: Keep the damaged items and packaging until the issue is resolved. We may need additional information or the return of damaged goods.
Resolution: Once we verify the damages, we'll arrange for a replacement or refund based on the situation and your preference.
2. Missing Shipment
Issue: The tracking information states that your order was delivered, but you haven't received it.
Steps to Follow:
Check Around: Sometimes, carriers place packages in hidden spots to prevent theft. Check with neighbors, behind bushes, or other potential hiding places.
Verify Address: Ensure that the address provided during the checkout process was accurate.
Wait a Day: Occasionally, tracking information updates before the package is physically delivered. Give it an additional 24 hours.
Contact the Carrier: If the package still hasn’t appeared after a day, get in touch with the carrier (e.g., USPS, FedEx) to inquire. They might have more detailed information about the delivery.
Reach Out to Us: If the carrier can't resolve the issue, contact our customer service. Provide your order number and details of the situation. We'll investigate from our end and find a solution.
3. Shipment is Late
Issue: Your order hasn’t arrived within the expected delivery window.
Steps to Follow:
Check Tracking Information: This will give you the most recent location and status of your package.
Account for Delays: During peak seasons or under unforeseen circumstances, carriers might face delays. Allow an extra 1-2 days beyond the expected delivery date.
Contact the Carrier: If the tracking seems stagnant or unclear, get in touch with the carrier for clarity.
Inform Us: If the package remains undelivered without any clear updates, contact our customer service. We'll help track it down or send a replacement if necessary.
Your satisfaction is our top priority. If there are any hiccups in the delivery process, rest assured that Ethos Car Care will go the extra mile to resolve them promptly and efficiently.