Shipping policy

Delivered Parcels Marked as Missing (Investigation & Verification Protocol)

If your tracking number shows your package as «Delivered» by the postal carrier (e.g., USPS, DHL eCommerce, FedEx), but you have not physically received it, our support team will open an investigation to determine eligibility for a courtesy resolution:

  • Address Verification Check: We will strictly compare the carrier’s delivery coordinates with the exact shipping address provided at checkout. If the address was entered incorrectly, incomplete, or missing a suite/apartment number, SnugCove cannot issue a replacement.

  • Carrier Geo-Tracking Verification: All shipments include end-to-end carrier tracking with GPS scan timestamps. We require customers to contact their local postal branch with their tracking number to confirm the exact carrier GPS drop-off coordinates.

  • Neighborhood & Safe Drop Inquiries: Customers must verify porch drop spots, package lockers, mailbox clusters, and check with household members or apartment management prior to submitting a claim.

  • Formal Claim & Mail Theft Review: If carrier GPS confirms correct delivery to your premises but the package is missing, a formal stolen mail affidavit/report may be required before any claim is evaluated.

Claims for packages marked as "Delivered" must be filed within 5 business days of the carrier delivery scan. Every case is evaluated individually to protect our community against mail theft and fraudulent chargebacks. Packages confirmed lost prior to delivery scan remain 100% covered under our Transit Guarantee.