Introduction
Lost in Transit refers to the situation when a shipment or package fails to reach its intended destination due to various reasons during transportation. This can occur because of mishandling, incorrect address information, logistical delays, or other unforeseen issues. This article outlines the process and timelines for resolving these incidents for orders bound to core countries.
What are the core countries?
- United States
- United Kingdom
- Canada
- Australia
Definition of a Lost Package
A package is considered lost under the following conditions:
- It has not been delivered more than 15 business days after the initial shipment date, AND
- The tracking information for the specific order has not been updated in the last 5 calendar days.
- Regardless of the shipping speed (priority or standard), we will follow the same policy.
Claims Process
Claim Submission Deadline: All claims for late and lost packages must be submitted within 90 days of the original shipment date. Claims submitted after this timeframe may not be eligible for review or compensation.
Exclusions
The following order statuses are excluded from lost package consideration and compensation:
- Out for Delivery Attempts (including the status and events that may be part of a general Exception Status)
- Customs held
- RTS - Bad Address, etc.
- Canceled/Archived
- Label Created - Needs investigation
- Orders to countries other than the US, UK, CA, AUS
Estimated Transit Time & Potential Delays
Our standard estimated delivery window for international shipments to the United States is 6-10 business days from the date of shipment. Please note that this timeframe is an estimate and not a guarantee. Various factors can influence delivery times, including but not limited to:
- Customs clearance procedures in both the origin and destination countries.
- Weather events and natural disasters.
- Logistical issues within the shipping network (e.g., transportation delays, sorting errors).
- Local postal service handling within the United States.
We continuously strive to minimize delays and provide the most accurate tracking information possible.
Helpful Reads
NOTE: For more information (especially for non-core countries), send an email to support@portless.com or file a ticket via the Portless Help Center. For quick assistance, you can also reach us via chat through the Merchant Admin Portal—just click the bottom right chat bubble!