SlumberPod Shipping FAQs

We wish delivery times could be guaranteed; however, with shipping being so unpredictable at the moment, it's not an option our carriers are able to provide. You may also experience some unfortunate situations outside of standard shipping delays, such as a package being lost, stolen, or damaged. When this happens, most customers will reach out directly to us first; however, when packages leave our warehouse, they are in the carrier's hands, and the order is no longer in our control. 

We recognized that not all customers want to “roll the dice” with orders and count on the carriers to deliver safely, so we offer Route package protection. Route can easily be added to your order on the checkout page, or you can opt not to use it. Route offers you "peace of mind" because it fully protects your package in the event that it is lost, damaged, or stolen.

Whether you purchase package protection or opt-out, we are sharing popular shipping scenarios all the necessary steps you should take if you, unfortunately, experience one of these scenarios. So grab your reheated coffee or tea and read on.

ISSUE : MISSING: Tracking says delivered but never received

Step 1: Call the shipping carrier 

The faster you reach out to the shipping carrier, the better the chances are that your package will be recovered.

Step 2: Check with Neighbors or Front Desk/Office 

Sometimes your neighbor might have received your package and didn’t look at the name or address before opening. If you live at an apartment complex or had the package delivered to a work location, make sure to ask the front desk or office to see if the package was delivered there versus your doorstep or desk.

Step 3: Ask other household members

Yes, we have seen this happen — a partner brings in a package and shoves it somewhere out of sight. It doesn’t hurt to double-check that no one else in the household has seen any recent packages. 

If you are unable to locate the package after the above steps, continue.

NEXT STEPS IF YOU PURCHASED ROUTE

Step 1: Check emails from Route

You will want to check and make sure you have not received any recent emails from Route regarding a delay or issue in your package shipping. 

Step 2: Start a Claim/Issue with Route

You can click here to submit a claim with Route. You will just need to have your order number and email address on hand, but they will then take care of everything else and help get you taken care of! 

Lastly: Contact us

If you have any issues with Route or submitting your claim, please send contact@slumberpod.com an email with your order number, and we will help submit your claim through Route! 


NEXT STEPS IF YOU DID NOT PURCHASE ROUTE

Step 1: Submit a claim to the carrier

We ship with USPS and UPS, so be sure to check your tracking number to determine which carrier was used with your order. You can submit a claim with USPS here and with UPS here.

Claim Approved

Once you get confirmation that your claim has been approved, please submit this form or email us at contact@slumberpod.com and we will reimburse you for your order total or send you a replacement. 

Claim Not Approved

If the carrier denies your claim, unfortunately, we will not be able to assist you further. This is a reason why we highly recommend purchasing Route package protection. 

ISSUE: TRACKING NEVER UPDATED

Did you receive an email with your tracking number, but it shows no updates after a few days? If so, please submit this form or email us at contact@slumberpod.com and provide your order number. 

ISSUE: PACKAGE STOLEN

Porch pirates. Unfortunately, they are on the rise (especially during holiday seasons).

STEPS IF YOU PURCHASED ROUTE

Step 1: Start a Claim/Issue with Route

You can click here to submit a claim with Route. You will just need to have your order number and email address on hand, but they will then take care of everything else and help get you taken care of! 

Lastly: Contact us

If you have any issues with Route or submitting your claim, please send contact@slumberpod.com an email with your order number, and we will help submit your claim through Route! 

STEPS IF YOU DID NOT PURCHASE ROUTE

Step 1: File a Claim with the Shipping Carrier

We ship with USPS and UPS, so be sure to check your tracking number to determine which carrier was used with your order. You can submit a claim with USPS here and with UPS here. Most shipping carriers do not cover stolen packages, but this step can still be helpful.

Claim Approved

Once you get confirmation that your claim has been approved, please submit this form or email us at contact@slumberpod.com and we will reimburse you for your order total or send you a replacement. 

Claim Not Approved

If the carrier denies your claim, unfortunately, we will not be able to assist you further. This is a reason why we highly recommend purchasing Route package protection. 

Step 2: File a Police Report

You will need to reach out to your local police department to submit a police report. Some departments offer this option online, but you will need to check with your local department to determine their preferred process.

Step 3: File a Claim with your Credit Card

Some credit cards offer purchase protection which will reimburse you for any stolen items as long as you used their credit card to purchase. You will want to check with your credit card companies website to check for coverage information and file a claim.

ISSUE: RECEIVED WRONG ITEM

Did you receive your order, but the incorrect item was shipped? If so, please submit this form or email us at contact@slumberpod.com and provide your order number.

ISSUE: MISSING ITEM IN ORDER

Did you receive your order but are missing an item? If so, please submit this form or email us at contact@slumberpod.com and provide your order number and what item you are missing.

ISSUE: DAMAGED DURING SHIPPING

STEPS IF YOU PURCHASED ROUTE

Step 1: Start a Claim/Issue with Route

You can click here to submit a claim with Route. You will just need to have your order number and email address on hand, but they will then take care of everything else and help get you taken care of! 

Lastly: Contact us

If you have any issues with Route or submitting your claim, please send contact@slumberpod.com an email with your order number, and we will help submit your claim through Route! 

STEPS IF YOU DID NOT PURCHASE ROUTE

Step 1: File a Claim with the Shipping Carrier

We ship with USPS and UPS, so be sure to check your tracking number to determine which carrier was used with your order. You can submit a claim with USPS here and with UPS here. Most shipping carriers do not cover stolen packages, but this step can still be helpful.

Step 2: Contact Us

Once you have submitted a claim with the carrier, please email us at contact@slumberpod.com within 48 hours of delivery with a photo of the damage along with your name, your order or delivery date, and the email address associated with the order. Depending on the damage, you may receive replacement parts or a full replacement. We will walk you through the process and what to expect upon receipt of your email.

 

 

 

We wish you smooth package deliveries!


Leave a comment

Please note, comments must be approved before they are published