Lost in Transit Policies

File claims for orders lost in transit

Our carriers ship millions of packages a day. Unfortunately, there are some issues from time to time, such as loss of tracking, delayed tracking, etc. In most cases, orders are recovered and delivered. In the event of a lost package, we can help you with the claims process.

Note: NextSmartShip does not cover the cost of replacement orders.

Tracking Updates:

  • Once an order has tracking information, it is guaranteed that it has left our fulfillment centers.
  • Our carriers do NOT scan each package upon pick-up at NextSmartShip’s fulfillment centers. First tracking updates and scans are done at the carrier's facilities. These updates often take several business days to occur.
  • If an order does not ever get tracking updates, we will follow our No Carrier Tracking policy. Pleae contact our customer service.

Lost Package:

If it is confirmed that the package is lost in transit, we will refund the declared value of the pacakge (no more than 100USD) and the shipping cost.