Re-ship Guarantee
With the emergence of the epidemic came unprecedented demand for shipping. All carriers have halted their delivery service guarantees due to the COVID-19 crisis. THIRD PARTY CARRIER DISCLAIMERS: COVID-19 has disrupted the air cargo market and generated a surge in residential delivery in the U.S.
Package Protection
We are pleased to offer Package Protection on all orders which allows you to be protected against lost or damaged orders.
Package Protection is $0.98 for every $100 of cover. Example scenarios:
Order Value $95 - Package Protection $0.98
Order Value $105 - Package Protection $1.96
Order Value $165 - Package Protection $1.96
Order Value $220 - Package Protection $2.94
Package Protection is added to every order by default. It will allow your order to be either replaced or refunded if it is:
- Lost
- Damaged
If you decline Package Protection, we are unable to assist if your order experiences any of the above issues.
Please note that delayed shipments due to a delay by the carrier are not covered by Package Protection and are not subject to be reshipped or refunded.
Warm Ice pack is not grounds for damaged goods as thawing is expected see Shipping Terms at Checkout.
If you require your Macarons for a specific date we recommend ordering in advance and freezing the Macarons.
Orders Without Package Protection
On many occasions a package is mis delivered, or can be retrieved if brought to the carriers attention in a timely manner.
Your macarons are shipped 1 to 2 day however they can handle 1 week shipment which may be enough time to resolve your issue.
We ask that you diligently check your tracking number to see the progress of your shipment. If you notice a problem at the onset please report it to the carrier immediately.
COMMON ISSUES:
Tracking in limbo: If your delivery date changes to a later date unexpectedly, or does not progress, this may be due to an issue with the carrier. Reporting this immediately could facilitate your arrival. You may avoid additional hold times with the carrier by opting to pick up your package at a local facility. Please ask that the carrier speak with dispatch and looks into the delay. If the package is delayed by one day your package will still be safe to consume. Warm Ice Pack is expected.
Should your package not be in transit, is deemed lost or will experience further delay resulting please contact us with your claim number and we will initiate our re-ship guarantee the following shipping date.
Tracking shows delivered: If your tracking notification shows your package as DELIVERED but you can not locate your package check the perimeter of your establishment. Note in many cases your package may be recovered by a neighbor. Please report the missing package to the carrier immediately by starting a claim.
Issue with your order upon arrival? Mistakes happen and although our refund policy is no refund on food, we do wish to accomodate issues or mistakes. We ask that you do not throw away your shipping box and contents. Please provide a photo of your package and email us at Service@macaronqueen.com so we may help you!
