Three of the most common questions/statements we see from customers about their orders are:
"I didn't receive my order, but it shows delivered."
"I didn't receive an order confirmation email."
"The tracking links in my confirmation email don't work."
In this article, we will show you how to quickly resolve each issue.
Damaged, Lost, or Stolen Orders?
Customers with Onward Package Protection (Recommended for easiest, fastest resolution)
If you added Onward Package Protection at checkout (available for FedEx or USPS shipments), you are good to go! File your claim directly with Onward here for rapid resolution (takes less than a minute), most claims are reviewed and approved within 24–48 hours. This is the absolute fastest/quickest resolution method.
Our customer support team are happy to file these claims on your behalf, just reach out. We typically reply to customer communications within 24 hours, M-F. Contact us here with this required information:
-
The email address used to place the order
-
Your order number
Pro Tip: Add Onward Package Protection at checkout, get issues resolved up to 10x faster than going through the carrier. Skip the carrier hassle—Onward handles everything for you.
Customer Focus: if you have any issues with Onward Package Protection claims, please contact us immediately.
FedEx Customers without Onward Protection
You’ll need to file a claim directly with FedEx.
-
Create a FedEx account and start your claim here.
-
Typical resolution: 5–10 business days.
USPS Customers without Onward Protection
You’ll need to file a claim directly with USPS.
-
Create a USPS account and start your claim here.
-
Typical resolution: 5–15 business days.
Q: "I didn't receive my order, but it shows delivered."
A: With online shopping hitting new records every year and more than 80% of the U.S. population shopping online, the fact that we receive any of our orders on time and without any issue is incredible. The U.S. Postal Service handles 500 million parcels every day. More than two billion people shop online around the world every year. With those numbers, present day shipping and logistics is a wonder of the world. It is a modern marvel.
Despite all of the advancements in tracking, logistics, and final mile delivery networks, sometimes we have issues with our deliveries. Here are a few tips to help you track down your missing online order:
1. Give it 24 hours, especially if you selected USPS. Somehow, beyond our understanding, USPS deliveries magically appear after customers contact us. This almost always happens within 24 hours. We have no idea why, but it does.
2. USPS guidance to us is to recommend that you check with your local post office if #1 doesn’t happen for additional assistance.
3. Unfortunately, the data feed you are viewing when clicking on your tracking number in your shipping confirmation email, is the exact same one we see (and just about every other e-commerce store except Amazon) and comes directly from USPS. Click
here for more details from the Shipping section on our website. Here are some links to additional shipping information and our relationship with FedEx:
Q: "I didn't receive an order confirmation email."
A: Easy. Just check your SPAM folder. It is in there.
Q: "The tracking links in my confirmation email don't work."
A: Also easy. We mostly see this issue at our large enterprise customers where IT sets SPAM filters to pretty aggressive standards. Usually, this disables links from unknown sources (which we always are on your first order). You'll need to contact IT on the SPAM filter settings, but in the meantime, just copy and paste your tracking number into your search engine.
Q: "I have another issue not listed in this article."
A: No problem!
Contact us and we'll get you squared away ASAP. Commenting below is fine, but we only check comments once a month (we don't get a ton of comments and our version of Shopify does not have an email alert system for new blog comments).
I would appreciate it if I could communicate with someone by email
I would like to order an inside the vest carrier but it needs to be dark navy blue in color to go with my company uniform vest. Please let me know if this can be done otherwise I won’t be able to carry my kamel hydration system. Thank you
Lazarus Gutierrez
Armed Protection Officer
I purshased aICEPLATE EXO with the straps by misstake would like cummerbund setup odrer invoice #QP47587 please let me know the balance thank you.
I am a twenty year veteran of the United States Navy. I have a earned a Master’s Degree in Health Science and twenty years experience in patient care, medical Administration and Public Health tasks. Please call or email me with any job opportunities thank you.
V/R
Michael M. Wilson, MHSc
USN/HM1/RET
mikegrohmanw37@yahoo.com
757-754-8321
Hi Coury,
Sorry to hear that, but no problem! Just follow the instructions in our Forever Warranty and our CS team will get you squared away ASAP.
#StayFrosty
Qore Performance Customer Support Team
My freezer cap is leaking on my brand new system I just ordered.
Leave a comment