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Lost Packages and Claims Policy

 

Overview: We understand how frustrating it can be when a package goes missing. While we take great care in processing and shipping your orders the package is handed over to the carrier, it is no longer within our control.

Risk of Loss: Once your order has been handed over to USPS for delivery, Autumn Cashmere is no longer responsible for any loss or damage that may occur during transit. The responsibility for the package transfers to you at the point of handoff to the carrier. Please be aware that once a package is marked as "Delivered" by USPS, it is considered successfully delivered, and any claims for loss or theft must be directed to USPS.

Steps for Lost or Missing Packages:

  1. Check Tracking Information: Before taking further action, please check the tracking details on the USPS website to confirm the package status.
  2. Allow Additional Time: Sometimes, delays can occur due to weather, high shipment volumes, or customs processing (for international orders). Please allow up to 7 additional business days after the expected delivery date before reporting the package as lost.
  3. For Packages Lost in Transit (Not Marked as Delivered):
    • If your package is lost before it is marked as "Delivered," please contact us at support@autumncashmere.com. We will file a claim with USPS on your behalf and work to resolve the issue as quickly as possible.
  4. For Packages Marked as Delivered but Not Received:
    • If your tracking information shows the package as "Delivered" but you have not received it, please:
      • File a missing mail request with USPS.

      • Contact us for further assistance. While we cannot file a claim for packages marked as "Delivered," we will help guide you through the next steps with USPS.

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Disclaimer

Autumn Cashmere is not liable for any lost or stolen packages once they are marked as "Delivered" by USPS. We cannot reimburse or replace items for orders that show as delivered.

For orders reported lost before being marked delivered, we will handle the claim process directly with USPS. Please note that the final outcome of the claim is subject to USPS policies.

 

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International Orders: Orders shipped outside the USA may require customs clearance, and delays may occur. If your package is held by customs, you may be required to provide additional information or complete a form for clearance. Please ensure that the shipping address provided is correct, as we cannot be held responsible for customs delays or incorrect addresses.

 

International Shipping Insurance: To ensure peace of mind, we highly recommend purchasing shipping insurance at checkout, especially for orders over $800, as they may require customs clearance outside of the USA. Insurance covers lost, damaged, or stolen packages. 

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