01: When do you reship or refund a late parcel?
We reship or refund if either of these is true:
- Tracking has not moved for 7 days.
- The parcel is not delivered within the time below.
| Destination | Not delivered after |
|---|---|
| United States, EU, United Kingdom | 15 days after shipping |
| Canada, Australia, all other countries | 25 days after shipping |
The date on your shipping confirmation email is the shipping date. Before then, your parcel is usually still on its way. See what is normal for your region.
02: Tracking says delivered, but I don't have it. What should I do?
- Check that the address on your order confirmation email is right.
- Look around your home and any safe place a driver might use.
- Ask your neighbors and anyone who lives with you.
- Check your local post office or pickup point.
- Wait 3 business days. A parcel can be marked delivered before it actually arrives.
Still nothing after 3 business days? Write to us. We open an investigation with the carrier and reship or refund your order.
03: The parcel went back to you. What happens now?
Tell us. For a refused or uncollected parcel, we refund the item price, minus our direct shipping and return costs where the law allows.
04: What should I include in my email?
- Your order number
- Your tracking number
- Your delivery address
- For a parcel marked delivered: the delivery date, and that you have checked with your neighbors
- Whether you would prefer a reship or a refund
If you have reached one of the times above, write to support@deltahub.io with your order number and tracking number.
