Delivery Policy
1. Responsibility of the Carrier
Once a package is scanned as "Accepted" by the carrier (USPS, UPS, etc.), the risk of loss or delay is transferred to the carrier and the customer. [Heavenly’s Friendship Promise] is not responsible for packages that are lost, stolen, or delayed once they have left our facility.
2. "Delivered" but Missing Packages
If your tracking information shows that your package was "Delivered" but you cannot locate it:
• The 48-Hour Grace Period: Occasionally, carriers scan packages as delivered 24–48 hours before they actually arrive. Please wait two full business days before taking further action.
• The Property Search: Please check all entryways, porches, and with neighbors to ensure the package wasn't tucked away for safety or misdelivered.
• GPS Verification: You must contact your local post office or carrier hub. They can provide the GPS coordinates of the delivery scan. If the carrier confirms it was delivered to the correct address, we cannot offer a refund or a free replacement.
3. Stolen Packages (Porch Piracy)
We are unable to replace or refund items that are stolen after a successful delivery. If you believe your package was stolen from your property, please file a report with your local police department and the carrier.
4. Incorrect Shipping Information
Items will be shipped to the address provided at the time of checkout. If a package is delivered to an incorrect address due to a customer error, or if it is "Returned to Sender," the customer will be responsible for the cost of re-shipping the item.
5. Damage Claims
If your item arrives damaged, please contact us within 72 hours of delivery with clear photos of the packaging and the damaged product. We will assist you in providing the necessary documentation to file an insurance claim with the carrier.