We come across cases when occasionally packages go astray. We'd like to give you some recommendations out of our experience and information we managed to find surfing the Internet.
While placing an order
Check your house number. It should be seen and appear both at the street (curb or mailbox) and on the house entry (front door) and then give specific delivery instructions in the address field when placing an order (like: leave it in the back yard).
During transit
If the package got stuck and the tracking information remains unchanged for several days, please contact us at support@hudway.co and we'll sort it out with the carrier.
If your order is marked as delivered but you can't seem to find it
Please note that we cannot be held responsible for lost or stolen packages once they have been delivered to the shipping address associated with your order. A package is considered delivered when the tracking status has been updated to delivered.
In case the package was left with a neighbour or in a certain place you noted, it cannot be our or couriers' responsibility if it gets lost.
Anyway, we try our best to take care of each case individually and here're the steps you can take:
Make sure the address you gave for your order is correct.
You can do it in your store account or contact us at support@hudway.co.
Check with your neighbours.
Sometimes couriers may leave a package at your neighbours either intentionally or not, if they failed to tell apart the porches or doors. Moreover, neighbours could have noticed a courier or another person leaving or taking the package.
Contact your local delivery service promptly.
If you suspect the parcel to be stolen, it's possible to file a claim with carriers which were responsible for transiting your parcel. It's important to file a report with them in this situation asap.
Please note that some carriers will require you to create an account on their websites for this purpose, and what's more important – they will ask for some documents like invoice or any other proof of purchase. You can download or print the invoice from your HUDWAY store account or email us at support@hudway.co.
With any further troubles or questions, please be sure to reach out to our customer care team at support@hudway.co.
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