We wish delivery times could be guaranteed; however, with shipping being so unpredictable at the moment, it's not an option our carriers can provide. You may also experience some unfortunate situations outside of standard shipping delays, such as a package being lost, stolen, or damaged. When this happens, most customers will reach out directly to us first; however, when packages leave our warehouse, they are in the carrier's hands, and the order is no longer in our control.
We recognized that not all customers want to “roll the dice” with orders and count on the carriers to deliver safely, so we offer Route package protection. Route can easily be added to your order on the checkout page, or you can opt not to use it. Route offers you "peace of mind" because it fully protects your package if it is lost, damaged, or stolen.
Whether you purchase package protection or opt-out, we are sharing popular shipping scenarios and all the necessary steps you should take if you, unfortunately, experience one of these scenarios. So grab your reheated coffee or tea and read on.
ISSUE : MISSING: Tracking says delivered but never received
Step 1: Call the shipping carrier
The faster you reach out to the shipping carrier, the better the chances are that your package will be recovered.
Step 2: Check with Neighbors or the Front Desk/Office
Sometimes your neighbor might have received your package and didn’t look at the name or address before opening it. If you live at an apartment complex or had the package delivered to a work location, make sure to ask the front desk or office to see if the package was delivered there versus your doorstep or desk.
Step 3: Ask other household members
Yes, we have seen this happen — a partner brings in a package and shoves it somewhere out of sight. It doesn’t hurt to double-check that no one else in the household has seen any recent packages.
If you are unable to locate the package after the above steps, continue.
NEXT STEPS IF YOU PURCHASED ROUTE
Step 1: Check emails from Route
You will want to check and make sure you have not received any recent emails from Route regarding a delay or issue in your package shipping.
Step 2: Start a Claim/Issue with Route
You can click here to submit a claim with Route. You will just need to have your order number and email address on hand, but they will then take care of everything else and help get you taken care of!
Lastly: Contact us
If you have any issues with Route or submitting your claim, please send contact@slumberpod.com an email with your order number, and we will help submit your claim through Route!
NEXT STEPS IF YOU DID NOT PURCHASE ROUTE
Step 1: Submit a claim to the carrier
We ship with USPS and UPS, so be sure to check your tracking number to determine which carrier was used with your order. You can submit a claim with USPS here and with UPS here.
Claim ApprovedOnce you get confirmation that your claim has been approved, please submit this form or email us at contact@slumberpod.com and we will reimburse you for your order total or send you a replacement.
Claim Not ApprovedIf the carrier denies your claim, unfortunately, we will not be able to assist you further. This is a reason why we highly recommend purchasing Route package protection.
ISSUE: TRACKING NEVER UPDATED
Did you receive an email with your tracking number, but it shows no updates after a few days? If so, please submit this form or email us at contact@slumberpod.com and provide your order number.
ISSUE: PACKAGE STOLEN
Porch pirates. Unfortunately, they are on the rise (especially during the holiday season).
STEPS IF YOU PURCHASED ROUTE
Step 1: Start a Claim/Issue with Route
You can click here to submit a claim with Route. You will just need to have your order number and email address on hand, but they will then take care of everything else and help get you taken care of!
Lastly: Contact us
If you have any issues with Route or submitting your claim, please send contact@slumberpod.com an email with your order number, and we will help submit your claim through Route!
STEPS IF YOU DID NOT PURCHASE ROUTE
Step 1: File a Claim with the Shipping Carrier
We ship with USPS and UPS, so be sure to check your tracking number to determine which carrier was used with your order. You can submit a claim with USPS here and with UPS here. Most shipping carriers do not cover stolen packages, but this step can still be helpful.
Claim Approved
Once you get confirmation that your claim has been approved, please submit this form or email us at contact@slumberpod.com and we will reimburse you for your order total or send you a replacement.
Claim Not Approved
If the carrier denies your claim, unfortunately, we will not be able to assist you further. This is a reason why we highly recommend purchasing Route package protection.
Step 2: File a Police Report
You will need to reach out to your local police department to submit a police report. Some departments offer this option online, but you will need to check with your local department to determine their preferred process.
Step 3: File a Claim with your Credit Card
Some credit cards offer purchase protection which will reimburse you for any stolen items as long as you used their credit card to purchase. You will want to check with your credit card company's website to check for coverage information and file a claim.
ISSUE: RECEIVED WRONG ITEM
Did you receive your order, but the incorrect item was shipped? If so, please submit this form or email us at contact@slumberpod.com and provide your order number.
ISSUE: MISSING ITEM IN ORDER
Did you receive your order but are missing an item? If so, please submit this form or email us at contact@slumberpod.com and provide your order number and what item you are missing.
ISSUE: DAMAGED DURING SHIPPING
STEPS IF YOU PURCHASED ROUTE
Step 1: Start a Claim/Issue with Route
You can click here to submit a claim with Route. You will just need to have your order number and email address on hand, but they will then take care of everything else and help get you taken care of!
Lastly: Contact us
If you have any issues with Route or submitting your claim, please send contact@slumberpod.com an email with your order number, and we will help submit your claim through Route!
STEPS IF YOU DID NOT PURCHASE ROUTE
Step 1: File a Claim with the Shipping Carrier
We ship with USPS and UPS, so be sure to check your tracking number to determine which carrier was used with your order. You can submit a claim with USPS here and with UPS here. Most shipping carriers do not cover stolen packages, but this step can still be helpful.
Step 2: Contact Us
Once you have submitted a claim with the carrier, please email us at contact@slumberpod.com within 48 hours of delivery with a photo of the damage along with your name, your order or delivery date, and the email address associated with the order. Depending on the damage, you may receive replacement parts or a full replacement. We will walk you through the process and what to expect upon receipt of your email.
We wish you smooth package deliveries!
