FAQs

How long do I have to submit a claim for a return/exchange?

Any claims for misprinted/damaged/defective items must be submitted within 30 days after the product is received. For packages lost in transit, all claims must be submitted no more than 30 days after the estimated delivery date.

What happens if a package isn't delivered to me, but the tracking states that it did?

HarlemBee will cover a variety of courier errors such as lost or damaged in transit, postage due errors or generally misrouted packages when tracking provides no clear details or cause.

In the rare cases that a parcel is marked as delivered by the courier, but you have yet to receive it – HarlemBee would not cover the cost of reshipping the order. Again, this only applies if the tracking details state that a delivery was made to the recipients address.

In most instances, it is found that the delivery was made, but left in an unexpected location at a recipient’s address. You should reach out to the courier and inquire if any additional details were left by the delivery person – e.g. “left under table on back porch.”

If you are unable to locate the package you will need to place a new order to have it reshipped. If you’d like to file a claim with the courier for reimbursement, HarlemBee customer support can assist you in this process – however, be mindful that claims through USPS or FedEx can often take several weeks before being resolved or refunded.

What if the order is lost in the mail?

For packages lost in transit, all claims must be submitted no later than 30 days after the estimated delivery date. But no worries! We’ll cover the costs of reprinting and shipping a replacement order for you.

We may ask for your help before doing that, like confirming that the shipping address was correct. It would also be good to get in touch with your local post office to try locating the lost order.

Keep in mind that if tracking information states an order was delivered but you haven’t received it, we won’t take responsibility and reship that order. In that case, any replacements would have to be at your expense.

You can check out our return policy for up-to-date details about reshipments.

How are returns handled?

Any returns or problems that occur because of an error on our part will be handled at our expense. Cases where you want to exchange or return a product without any defect or due to a wrong size being ordered would need prior consent from our support team and is totally up to their discretion.  Keep in mind that in most cases where the item is not defective, you will have to place a new order with us to get the proper size or desired item.

What if the recipient's address was wrong?

If your shipping address is wrong, then you are held responsible. Usually, the package is sent back to the return address. In this case we’ll contact you for an updated address. However, the packages are sometimes not returned to the sender. In this case, you would have to place a new order to replace the original.

What if the product is damaged in the mail?

You must contact our support team and submit two clear photos for verification of the damaged goods, then we’ll gladly send a replacement at no cost to you.

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