A lost package is considered lost if it has been in transit for over 15 days and the post office is unable to find the package. The post office provides a service to find missing mail. We, as the sender, are required to allow 30 days to pass from the shipment date before we can file a lost package claim. *Please Note: After 15 days, the buyer can open a claim on their own by going direct to this link. After 30 days, if the buyer hasn't already filed a claim on their own and has notified us that their package is lost, Hand Lettered Design will file a claim with our vendor for a refund. At that time, if the product is in stock, we will send a replacement item to the buyer or issue the buyer a refund.
We are required to provide the post office these minimum days to attempt delivery before the claim is eligible for a refund. We are a small business and want to offer the best customer service that we can while keeping the cost of our products as low as possible. We are not able to ship replacement items until we receive the claim from the Post Office. Thank you for understanding!
Please note: The buyer must notify us within 60 days of the purchase date if their shipment has been lost. After 60 days, we are no longer able to assist the buyer in filing a claim.