Go to Dashboard

How can we help?

Popular articles Welcome To Gelato! Getting Started with Manual Orders Getting Started with Shopify Getting Started with Etsy Getting Started with WooCommerce Getting Started with Wix Getting Started with Squarespace Getting Started with BigCommerce Why do Packaging Insert and Branded Label matter? Don’t they just increase costs? Are Packaging Insert and Branded Label available with all subscription plans? Are Packaging Insert and Branded Label available for all products and regions? Can I select to deliver Packaging Insert and Branded Label only to a specific country? Can I activate a Packaging Insert and/or Branded Label at a product type level (e.g. Poster) or at a variant level (e.g. Museum-Quality Matte Paper Poster)? How can I check your product price? What is the design editor? What are the design requirements for PDF uploads? How can I save my design in Gelato? How does the integration with Getty Images work? How does the integration with Shutterstock work? What print products do you offer? What's the difference between Ready-to-Hang Framed Posters and Framed Posters? Frames & Hangers - Stock Status Why do I get charged VAT/tax on some orders and not others? How do I add Gelato products to my Shopify store? How do I move my existing Shopify products to Gelato? How can I import orders from Shopify? How can I order customized designs through Shopify? Can I add a new variant to an existing product in Shopify? How can I delete a product or variant from my Shopify store? How do I set up shipping in Shopify? Why aren't my customers charged an extra shipping fee for additional items (Shopify)? How do I automatically apply Gelato live shipping prices to my Shopify store? How can I disable the vendor name under the product title in Shopify? How do I add Gelato products to my Etsy store? How do I move my existing Etsy listings to Gelato? How can I order customized designs through Etsy? How can I delete a product or variant from my Etsy store? How do I set up shipping for Etsy? What should I set the shipping origin to in the shipping profiles for Etsy? Do I have to list Gelato as a production partner on Etsy? How Can I Import Orders From WooCommerce? How do I add Gelato products to my WooCommerce store? How do I move my existing WooCommerce products to Gelato? How can I order customized designs through WooCommerce? Can I add a new variation to an existing product in WooCommerce? How can I delete Gelato products from my Woocommerce store? How do I set up shipping for WooCommerce? How do I automatically apply Gelato live shipping prices to my WooCommerce store? How can I import orders from Wix? How can I import orders from Squarespace? How can I import orders from BigCommerce? Where do you print locally? How quickly do you deliver? How do I estimate the price for shipping? Where can I find the flat rates for shipping? How do I see where a specific product is being printed? I receive an error message when I try to place an order. What should I do? How do I place a manual order via the Gelato Dashboard? How do I check the order status in the Gelato Dashboard? How do I check estimated delivery date and tracking in the Gelato Dashboard? What is the manual order approval workflow? What is our default order approval workflow? Email Notification from Gelato: Order [123] is on hold - Action required How do I contact Gelato? Do you offer 24/7 customer support? What is your return policy and quality guarantee? How do I report a problem with my order? What is Gelato+? Gelato+ Subscription FAQs

How can we help?

What if an order is lost in the mail?

For packages lost in transit, please get in touch with us within 30 days of the estimated delivery date. We'll be happy to send a replacement order on your behalf.

Note: Please note that we will place a reorder on your behalf unless you specifically mention that you prefer to receive a refund.

If you believe your customer's order is lost and it meets the following criteria, get in touch with our team and we'll be happy to send a replacement order:

  1. You have confirmed with your customer that the address provided is correct and complete
  2. Your customer has contacted their local post office or the shipping carrier to locate the order
  3. The order is not marked as delivered by the shipping carrier
  4. It has been several working days since the Estimated Delivery Date has passed, and
  5. There were no recent updates made by the shipping carrier in the tracking link.

For the order to be considered lost, we might first need to confirm this with the shipping provider.

 

The order is marked as "Delivered" but my customer hasn't received it

The most likely situation here is that the package has been delivered at the door, or received by someone else at the address. After this we recommend that you request the recipient to check further for any delivery note or more information from the shipping provider.

As it is not possible to verify whether the recipient has not actually received their order, we will not be able to provide a refund or a free replacement order if the tracking link indicates that the shipment was delivered. You can, of course, place a (paid) reorder on behalf of your customer if you would like to send a replacement. You can read more about how to place a reorder in this article.

 

Related articles

Was this article helpful?
3 out of 5 found this helpful