Package Issues: Delayed, Lost, Damaged, or Returned

Important Notice Regarding Package Issues

Welcome to our Package Issues page. We understand that receiving your order in a timely and satisfactory manner is of utmost importance to you. This page outlines our policies and procedures related to delayed, lost, damaged, or returned packages. Please take a moment to review the information provided below.

Our Responsibility and Limitations

Please note that once your package is scanned in by the shipping provider, confirming that they are in possession of your package, we are **not liable for packages or transit delays**. We do not have access to information beyond what the tracking provides. If you encounter any issues related to shipping and delivery, we recommend contacting the shipping carrier directly.

Shipping Insurance

For orders shipped via **First Class Mail**, our lowest-cost shipping option, **package insurance is not included**. However, for added protection against loss or damage, we offer automatic shipping insurance up to $100 for orders shipped via **UPS Ground or higher**. If you wish to add additional coverage, please **contact us before placing your order** so we can assist you further.

Claims for Loss or Damage

If your package was shipped via **UPS Ground or higher** and you experience loss or damage, **you are responsible for filing a claim directly with UPS**. Please follow UPS's procedures for initiating and processing such claims.

Undeliverable or Incorrect Addresses

In cases where your package is undeliverable or delivered to an incorrect address due to an incomplete or inaccurate address provided during checkout, we cannot assume responsibility. This means that if your package does not reach you or is returned to us ("returned to sender"), we cannot offer a refund or replacement.

“Delivered" but Missing Packages

If your tracking information indicates that your package has been marked as "delivered" but you have not received it, we recommend verifying the delivery location with UPS and considering reporting the situation to your local authorities if you suspect theft. Please note that we will not provide refunds or replacements for packages marked as "delivered."

Packages Returned to Sender

Packages returned to us by the shipping carrier due to incomplete or incorrect addresses or other reasons will be treated as returns. In such cases, a **20% restocking fee** will be deducted from the store credit that will be provided to you. Please be aware that the original shipping cost is non-refundable.

For any questions or concerns about your package, please feel free to reach out to our customer support team at solelyyourhbcu@gmail.com. We are committed to ensuring your shopping experience is as smooth as possible.

Thank you for your understanding and cooperation.