Missing Package Policy
At Mulberry Park Silks, we understand the importance of receiving your orders promptly and safely. In the unfortunate event that a package is reported missing, we have established the following policy to assist our customers in resolving this issue as efficiently as possible.
Initial Steps to Take:
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Contact the Carrier:
- As a first step, we require that you directly contact the carrier (USPS, UPS, FedEx) responsible for delivering your package. Often, the carrier can provide immediate assistance and the most current information regarding your package.
- Please obtain a case or reference number from the carrier, as this will be needed for any further actions.
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Verify Shipping Information:
- Double-check the shipping address you provided for accuracy.
- Ensure there are no additional details or instructions that could affect the delivery (e.g., unit number, specific drop-off location).
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Check Surrounding Areas:
- Sometimes carriers leave packages in safe places to prevent theft. Please check all possible locations around your residence or delivery address.
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Inquire with Neighbors:
- It's possible the package was delivered to a nearby address by mistake or accepted by a neighbor for safekeeping.
Filling Out the Missing Package Form:
- If the above steps do not result in locating your package, please fill out the Missing Package Form provided below on this page. This form is essential for documenting the incident and will be used in our investigation with the carrier.
Further Assistance:
- Once the form is submitted, our customer service team will review the details and work in conjunction with the carrier to locate your package. Please allow us up to 3 business days to look into this.
- We will provide updates and follow-up actions as necessary.
Please Note:
- The effectiveness of our assistance depends greatly on the accuracy and completeness of the information provided by you.
- We are committed to resolving your issue, but we also rely on the cooperation of the carrier and their policies for missing packages.
- Investigations and claims with carriers can take up to 30 days to complete and are not guaranteed.
- We can not send a replacement before an investigation is complete.
- If a carrier denies a claim, we can not refund your order or send a replacement.
- Carriers we use (USPS, UPS, FedEx) allow for claims to be files for up to 60 days past the mailing date. Beyond this, we can not file a claim, refund, or send a replacement.
Your satisfaction and trust in our service are paramount. We appreciate your cooperation in following these steps to ensure a prompt resolution to your missing package issue.
