Greetings and salutations, Buck Buddies!

For this blog entry, we're going to discuss the protocols and procedures surrounding one of our least favorite topics: lost packages. We here at Buck Wholesale strive to maintain the best customer service possible. But there are a lot of people between you and us, and a lot of things that can go wrong. So let's discuss what can happen, what we can do to help, and what you'll need to do if we can't.

Q.) I still haven't received my package! Where is it?

A.) There are plenty of times where the order is perfectly fine and on schedule, but customers will get concerned. If you've received notice that your package has shipped, your tracking information should show where your package is, and the estimated delivery date. You can also roughly estimate delivery time using the following link:

http://www.buckwholesale.com/shipping-times-and-estimates/

Q.) My tracking says the package is in a completely different state! What is going on?

A.) There could be several reasons for this. the most obvious is that the package is in transit, and in a state somewhere between us and you. However, there are times when that won't be the case. The proper response will depend on the circumstances:

- Tracking shows a clearly incorrect state (Not Georgia): Call our office with your order number, and report the current location of the package. Once we can confirm the package is in the incorrect area, we can contact the shipper to reroute the package to the correct address.

- Tracking shows delivery to Suwanee, GA: This is the location of our home office. If a package was sent out to your location and then delivered back to our offices, it was likely returned due to insufficient shipping address. Contact us regarding your order, and we can either refund you the cost of the hats, or resend the order after assessing a second shipping charge. Please note that once a package is sent out, the original shipping cost has been paid to the shipper, regardless of whether or not delivery was successful. 

Q.) My package was supposed to be here by now, and it isn't!

A.) Depending on the cause of the delay, we may or may not be able to assist you. Please consult your order details for the following information.

- If your package was/has been in process for longer than 3 business days: Please contact us immediately regarding this order. The only possible cause for this kind of delay would either be that we encountered an issue processing your order, or there has been an error in our warehouse. While we attempt to contact any customer whose order encounters processing errors immediately, we are not always able to get through. If you fear you may be one of these customers, we would very much like to sort the issue out and send you your package right away.

- If your package has already shipped, but not moving at advertised speed: Please bear in mind that all shipping estimates provided by Buck Wholesale are just that - estimates. We can not guarantee the shipping speed or reliability of our shipping partners, and errors beyond our control can occur. If this sort of error occurs, please direct your complaints or concerns to the appropriate shipping party (USPS or FedEx).

Q.) My tracking information says the package was delivered, but it isn't here! What do I do?

A.) By far the trickiest situation of those listed in this blog, lost/stolen packages are an unfortunate event that we have a very limited ability to assist with. However, we are more than happy to do what we can. Please consult the following directions for the most effective method of recovering your order/receiving a refund.

- If your package shipped with FedEx: Call FedEx's toll-free hotline (1-800-GOFEDEX [1-800-463-3339]) with your tracking number, and request a trace for the package. This means FedEx will send the driver back out to verify the address the package was delivered to, and reclaim it if it was left at the wrong location. If they find it, they'll get the package to you as quickly as possible.

- If your package shipped with USPS, or your FedEx trace came back negative: Call our office (866-408-2825) during east coast business hours, and request that we file a claim with the shipper for the lost package. Only we can file a claim for any packages lost. Please note that once we file a claim for the order, we cannot proceed with any actions regarding the order until the claim process is complete. FedEx claims can take upwards of 10 business days to resolve, while USPS can resolve more quickly. If the claim comes back successfully completed, our office will be issued a refund, and we can either refund the order to you, or reship the product if it is still in stock.

- If your USPS/FedEx claim is denied: It is at this stage where we are no longer able to assist with the claim process. Denied claims mean the shipping party is sure the package was delivered within acceptable parameters, and that the package should either have been collected by the receiving party, or stolen by a third party. Buckwholesale.com is NOT responsible for packages lost or stolen once they leave our warehouse.  After all, if you were robbed after buying a new purse/wallet, you wouldn't go back to the store and demand a replacement, would you? We are, of course, terribly sorry for the loss, and encourage you to file a police report for the stolen goods, but we lack the ability to assist you beyond that point.

Q.) I have a claim pending with FedEx/USPS, but I need my hats now! What do I do?

A.) Again, we cannot pursue any actions regarding an order that is currently under claim review, or for any order with  a denied claim. We need to wait for FedEx or USPS  to resolve the claim and refund us before we can offer refund or replacement. If you would like us to process a new order, you may place a new order, and request that we refund the original order when the claim process is resolved. Please note, however, that the refund is not guaranteed, and still hinges on FedEx or USPS honoring the claim before we can process.