For packages lost in transit, we will offer a full refund of the lost order to your Gelato Wallet so that you can cover the costs of reprinting and shipping a replacement order with those funds.
Note: Please note that we won't be placing a reprint on your behalf automatically unless you tell us to do so.
Before you place a reorder, we suggest that you confirm first with your customer that the shipping address was correct and that your customer got in touch with their local post office to try locating the lost order.
For the order to be considered lost, we might first need to confirm this with the shipping provider.
Important: If the tracking information states that an order was delivered but your customer thinks they haven't received it, we won't be responsible to reship that order, and any replacements would be at your expense.