Tracking shows your packaged delivered but you did not receive it?
If your tracking information says your package was delivered, but you haven't received it, here’s what you should do:
If You Purchased Shipping Protection
HTO Apparel offers Insureful, a third-party shipping protection plan available for a small fee at checkout. This plan covers lost, stolen, or damaged packages. If you purchased Insureful, you can file a claim directly with them to get a replacement or a refund.
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Check your order confirmation email for a link and instructions on how to file a claim.
If You Did Not Purchase Shipping Protection
HTO Apparel is not responsible for lost or stolen packages once they have been marked as delivered. In these cases, we cannot offer a replacement or a refund. However, you can still take these steps to try and locate your package:
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Wait 48 hours. Sometimes, carriers will prematurely mark a package as delivered, and it will arrive within the next two days.
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Check with your neighbors. A package may have been accidentally delivered to a nearby address.
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Look in other locations. The delivery driver may have left the package in an unusual spot, such as a back porch, garage, or behind a bush.
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Contact the carrier. Reach out to the shipping carrier directly with your tracking number. They may be able to provide more information or open an investigation.
We highly recommend purchasing shipping protection with every order to safeguard against these situations.
