At Portless, we strive to maintain a standard delivery window of 6-10 business days for international shipments to our core destination countries. However, logistical complexities can occasionally extend this timeframe. This article defines when a package is officially considered "Late" and the compensation available to affected customers.
What are the core countries?
United States
United Kingdom
Canada
Australia
Definition of a Late Package
A package is strictly classified as "Late" under the following condition:
The order is successfully delivered 18 or more business days after the initial shipment date.
Note: This policy applies specifically to delayed deliveries. If a package has not moved or arrived at all, please refer to our Lost in Transit policy.
Compensation Policy
For orders that meet the definition of "Late" and do not fall under the exclusions listed below, the following compensation applies:
Full refund of the original shipping costs.
Claims Process
To receive compensation, claims must be initiated by the customer following delivery.
How to File: Contact our support team via [email protected] or through the Portless Messenger at support.portless.com or portal.portless.com.
Required Information: You must provide the Order Number, Tracking Number, Shipment Date, and the Actual Delivery Date.
Investigation: Our team will review the tracking history and shipping partner data. This process typically takes 2-3 business days.
Claim Submission Deadline: All claims must be submitted within 90 days of the original shipment date.
Exclusions
The following scenarios and statuses are excluded from late package compensation:
Attempted Delivery: Orders with "Out for Delivery" attempts or general Exception Statuses.
Customs Delays: Packages held by customs that still deliver within the standard window (though packages held by customs that exceed 18 business days may be eligible).
User Error: RTS (Return to Sender) due to an incorrect or "Bad Address."
Administrative: Canceled, Archived, or "Label Created" statuses requiring investigation.
Non-Core Countries: Any order bound for a country not listed in the "Core Countries" section above.
Estimated Transit Time & Potential Delays
While our standard window is 6-10 business days, this is an estimate and not a guarantee. Factors that can influence these timelines include:
Customs clearance procedures in origin and destination countries.
Severe weather events and natural disasters.
Logistical bottlenecks (sorting errors or transportation delays).
Local postal service handling within the destination country.