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My order arrived damaged or is not received but marked delivered by the courier?Updated 3 months ago
At Gussy's Gut, we strive to make the best products possible and get them out to you as promised. Once we entrust it to the courier, we no longer have control.
We provide you with complimentary insurance on ever order. But that insurance has strict conditions.
Please attach an image(s) of the damaged outer package and Gussy's Gut product(s) damaged as well.
Store the damaged package(s) in a bag or zip locked bag for 14 days during the claimed process.
As soon as we receive these two photos, we will replace your order. We use this to file a claim with the shipper. Send those images to [email protected].
NOT RECEIVED ITEMS:
If your tracking shows "Confirmed" and has not moved in 4-5 days, it can mean USPS either lost the package internally or it was damaged and discarded. Couriers typically do *not* notify the shipper (us) of this, unfortuntely. If this is the case, we will immediately send you a replacement order at no charge and file a claim with the courier.
If your package is marked "Delivered" but you cannot find it, the insurance company requires an up to 21 day period to allow the courier to resolve the issue, for the customer to find it on their property (many have eventually found their package in a bush or in a place they didn't expect it to be, or their neighbor time to return it and drop it off. We will file it right
We never ever want our customers to be disappointed with their shopping experience. We understand you want your products for your pets. We ask you to understand our position on the matter.
We are a small family run company and we cannot afford to send a second replacement package on orders marked delivered by the courier at our cost. We must be compensated for the order we sent our by the insurance company at this time.
Our promise and obligation to you is to first, make an incredible product, and get it out to you when promised. Once it's in the courier's possession, it is out of our hands and now an insurance matter with the courier. And those rules and conditions must be followed.
We have insured your package at no additional cost to you. This is complimentary to you. We now have to abide by the insurance policy terms in this matter.
The claim literally cannot be filed until 21 days after the shipping date for US based customers. So our hands are truly tied. It's 45 days for international shipments. If a claim is submitted earlier, it will not be reviewed until the waiting period has passed.
Why the waiting period?
Insurance requires couriers must be given time to research and resolve the issue, customers (days later) may find it behind a bush, trash can, end of driveway, or neighbor leaves it it on the front porch, etc. Again, this is a requirement of the insurance reimbursement that is mandatory.
We truly understand you'd like the product(s) you ordered from us for your pets and we know the insurance process can be frustrating.
If waiting is not an option for you, we can create an exact order for you to purchase and ship it out to you. Once your claim is approved, we will promptly refund you 100% for the order on the claim.
We hope you understand the situation we're in as we understand the one you're in. It's not an ideal situation. We hope you will trust us to resolve as quickly as possible as you have entrusted us to create the best product(s) for your pet's health.
Please forward all claims related email to [email protected].