Rarely (less than 1% of) shipments are delayed in the international postal system, so it’s important to keep an eye on the tracking information for your parcel and contact me if the tracking information isn’t updated for more than a week (assuming you chose a shipping method that includes tracking).
The most common reason why parcels are returned to me is because the customs agents in your country are unable to contact you. Your phone number is on the parcel, so when waiting for an international shipment, please be on the lookout for a phone call or some other form of notice from whoever handles import customs in your country, in case you have to pay an import tax before they will release the parcel to the local postal carrier. The customs process is different in different countries and I don’t know how all of them operate, but the bottom line is that until your parcel arrives, you should not ignore phone calls from unknown phone numbers. In most countries, the parcel will be returned to me if they cannot contact you within one or two weeks.
Depending on your country’s customs and postal systems, it may be worthwhile to take the initiative yourself and contact them to ensure that they have whatever information or payment they need before the time limit elapses.
Sometimes with international shipments, a lack of tracking updates on the Canada Post website is just a result of the destination country failing to send updates to Canada Post, so you could try entering the tracking number into your local carrier’s tracking system to see if it appears there, but it probably won’t show up there until it has cleared customs and is handed off to the local carrier.
Canada Post has a two-week timeline for their investigations into missing parcels, so when you contact me and I initiate an investigation, usually the parcel arrives at its destination before the investigation is complete and the result of the investigation is that it was delivered. It’s still worthwhile starting an investigation, however, because if something does go wrong it could help resolve things before the shipment is returned to Canada.
Note that if you chose a shipping method that does not include tracking, there is nothing you or I can do except wait.
As mentioned in the Terms & Conditions, which you must agree to before placing an order, DIY Packraft will not be held responsible for shipments that are delayed or lost in a foreign country. I will do my best to help you locate your shipment, but I will not issue a refund or send another shipment for free, nor will I send it again for free if it is returned. Once it leaves my hands and is in the postal system, it is your responsibility to monitor the tracking information and take action before the parcel is returned to me.
Covid-19 pandemic specific information:
Most mail is carried in the bellies of passenger aircraft, and the drastic reduction in air travel during the pandemic has caused a lot of parcel delays. Many postal carriers, including Canada Post, are not honoring their usual transit time guarantees.
0 Comments