We understand that it may be frustrating to receive a delivery notification, but the package is unable to be found anywhere. Before we immediately assume the worst, below are a few key actions to take to ensure that your package is received:
- Verify the delivery address.
The first step is to verify that the provided delivery address is correct. You can do this by checking your order confirmation email and reviewing the stated shipping address. If the address is incorrect, this may result in the delivery driver delivering to the wrong address.
- Check with your neighbors and any mail receptacles (mailboxes, mailrooms, parcel lockers).
It’s always a good idea to check with your neighbors to see if they received your package by mistake. We also recommend checking any existing mail receptacles as the delivery drivers may often leave packages at these areas.
- Allow up to 5 days for delivery.
On occasion, delivery drivers may prematurely scan a package as delivered, only to deliver the package a few days after the scan. We recommend allowing up to 5 days to ensure that your package is not simply scheduled for delivery within the next few days.
Customers with Route Protection:
For customers that have purchased the optional Route Package Protection, we recommend filing a claim immediately if you are unable to locate your package 5 days after the delivery scan. More information in regard to Route’s coverage policy and how to file a claim can be found on our page here. If you experience issues with filing a claim, let us know and our team will be happy to assist in filing a claim on your behalf.
If all else fails, please feel free to reach out to our team to initiate a Stolen Package claim. Please be aware that Element Vape Support may request for additional documentation during the investigation process. Refusal to cooperate and provide said documentation may result in the automatic denial of your claim.
You can submit a ticket with us on our Contact Page here.