WHAT WE DEEM AS LOST:
- Shipment states "delivered" but you have not received it. Depending on where you live, we ask that you allow up to 7 business days for your parcel to be delivered. Sometimes the courier prematurely marks it as "delivered" and tries redelivery, later it turns up in a secure location at your property or it may be at your neighbors.
- Your tracking has not been updated for 2 weeks from the ship date.
We reserve the right to class this as a ‘delay’ if there is a high volume of parcels in the network and we are aware of delays, otherwise, we will offer a refund or replacement.
HOW TO SUBMIT YOUR CLAIM:
If your parcel is lost or damaged, please contact us at customerservice@kegnbottle.com from the email address you used to place your order. A member of our customer service team will assist you within 1–2 working days.
What to include in your claim:
- Subject line: CLAIM for order #12345
- Description of your issue
- Photos of damage
We will continue to track your parcel and should it appear, we request it be sent back to us at our expense.
By selecting Navidium shipping protection, you agree to these terms.
We ask that you do not get in touch with us regarding a missing parcel until the allotted time has passed for it to be deemed as lost.
This is our in-house protection policy. Navidium shipping protection is non-refundable.
OUR POLICY FOR UNPROTECTED PARCELS:
We will follow the claims policy with your selected courier to either locate your parcel or deem it as lost. This may take 6–8 weeks and is at the discretion of the courier.
If your parcel has a GPS location or photographic evidence that it has been delivered to your property, is with a neighbor, or is at a secure location, we are not responsible for a refund or replacement.