If you have not received your order within the shipping time specified and you believe the order to have been lost, please contact Seven Seas Gifts so that we can start the procedure necessary to locate your order as soon as possible. We at Seven Seas Gifts realize that lost goods create a hardship as well as disappointment. We are eager to help you resolve the problem and get your replacement or reimbursement as quickly as possible. Established procedures by UPS, U.S. Parcel Post, and trucking lines must be complied with, however, or they have a legal right to deny your claim. If you have filed a claim for a lost shipment and then that shipment arrives afterward, please notify Seven Seas Gifts immediately so that we can close our files without continuing unnecessary expenses for SSG and the carrier. But if you believe your order to be lost and want a duplicate order before the proper procedures have been started and completed to find your order, we regret that we cannot assist you in this manner. UPS, Parcel Post, and trucking firms will not accept any responsibility for hardships caused by lost shipments. We suggest that you place and pay for a duplicate order. When the carrier validates your claim, we will credit your credit card account as you request.
If Order Is Lost, Do The Following:
1.) E-mail customer service with your order info:
name & address on order, date of order, credit card number, a copy of the completed order (via e-mail) if you have one, the
dollar amount of order, and what type of credit card used (ie: Visa, Mastercard, etc.). If a partial order was delivered and invoice is included, please send copy of invoice (via e-mail) if you can, or send a list of missing items. Advise SSG of the number of cartons received.
2.) We will check to find the date your order was shipped and the
carrier used.
3.) SSG will start the process to initiate a tracer with
the carrier. Normally a response is received
within 10 working days after the tracer is initiated.
Most carriers require a 10-day waiting period
before they will accept a tracer request. The U.S.
Postal Service requires a 30-day waiting period
from date of shipment before they will accept a
tracer. (90 days outside continental U.S.)
4.) SSG will notify you when we receive the result of the tracer. Results of a tracer are generally:
a.) Carrier is unable to prove delivery, therefore, credit will be issued to your account, or
we will reship your item(s) as you request.
b.) Carrier will submit photocopy of delivery
receipt which will be e-mailed to you. It will
show order delivered in full, signature of
person who received order, & date delivered.
c.) If, after receiving photocopy, you find signature
is not yours, a family member's, or neighbor's
send SSG a 'denial of signature' letter. Then
a 'denial of signature' claim will be filed with the carrier. This will require at least an
additional 7-10 working days. We'll notify
you of the results.
d.) Carrier may have returned order for reasons:
1.)UPS made 3 delivery attempts, no answer.
2.)UPS doesn't deliver to P.O. Boxes. They
notify you, but after 7 days it's returned.
3.)You moved & order sent to former address.
Package may be with someone who
signed for it at old address, or returned.