Context

When a package is lost in transit, never moves from its initial location, or is delivered to the wrong address, you may need to file a claim with the carrier to investigate the issue and seek resolution.

Answer

If you notice that your package has been lost or delivered to the wrong address, first verify that the shipping information is correct in both Logentic and on the carrier label. If the information is correct, the issue is likely a carrier mistake and you can file a claim.

To file a carrier claim:

1. Send an email to support@getlogentic.com

2. Include the following information:

   • Tracking number

   • Order number

   • Correct delivery address

   • Description of the issue (lost package, wrong delivery location, etc.)

   • Cost invoice of all the products inside the order (this is a requirement coming from the carriers)