Shipment not arriving in time

This page lists help topics in the case a shipment from Granite Devices web shop is not arriving in time.

How shipments are made

Most of the shipments are carried out automatically from our fulfillment service located in the UK. The fulfillment service uses the shipping method selectable by customer in the web store checkout page.

Shipped parcels are carried out by shipping services, such as national post services or courier companies.

Tracking

The web store offers only trackable shipping methods. Tracking service is produced by shipping service companies. It should be noted that tracking accuracy and level of detail may vary depending on shipping method.

Tracking sometimes may lack events especially when:

• Customs service is holding the parcel - in such case customs service should contact recipient for further actions
• Parcel has left the shipping country and in the transit and/or destination country parcel is being operated by another courier - sometimes tracking ceases to update after parcel transfer of operated by some other company than the original shipping courier. This may happen even when package is being transferred normally.
  • To confirm if this is the case, wait for several days before further actions.

What causes a delay

Typical reasons for a delay are listed below.

Import customs

Especially customers outside EU may experience this recipient is required to clear or import the parcel from destination country's customs service.

Unable to contact recipient

Some couriers try to call recipient for delivery. If recipient can't be reached by phone, package may not be delivered.

Address is inaccurate

Sometimes address may lack details due to following reason:

• Fulfillment service has misprinted shipping label
• Customer has entered insufficient address info

Lost package

Normally package has been declared as lost after tracking has shown no activity in 45 days. After that period, we will be able to get compensation from shipping insurance and cover the losses to customer.

Package is being returned to sender

In some cases of above, package will get returned to sender. It typically returns in 2-4 weeks.

What you can do

1. Try contacting courier directly and ask details with your tracking number. Ask also whether package is being operated by another courier (if yes, who).
2. Contact local post service and ask with your tracking number
3. Contact customs and ask with your tracking number

How we can help you

If package is delayed or seems lost, Granite Devices support will help you.

Need replacement package urgently?

If you can't wait for 45 days to declare package as lost, we offer following solution:

1. Place new order of items (feel free to change shipping method)
2. If the original package gets declared as lost eventually, Granite Devices will refund 100% of it's payment

However, please note that if the original shipment gets delivered after all, then you may end up with both shipments and no refund.

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