Here at The Home Security Superstore one of the most important things to us is ensuring that you are protected and safe, one key part of that is ensuring that the items you order arrive to you safe and sound.
As we all know there can be some hiccups in delivery, whether that be incorrect address drop-offs, late trucks, unscanned packages, and other issues.
We've laid out some issues below and how best to deal with them.
1. Package says delivered but is not there.
There are a few reasons that this may occur, it could have been misdelivered to the wrong address, the package may have fallen victim to porch pirates, or USPS may have marked it as delivered and without dropping it off.
If this happens to you we recommend waiting about 24 hours or until your next mail drop-off time, if the package has not been delivered still please reach out to us and we will gladly work with you to get the item located and redelivered. For details on what to request from us and how we go about locating the package please go to section "Information Regarding Our Policy on Missing Orders" and we will gladly fill you in on how we will handle everything.
2. Package says it has not been received by the shipping company.
When orders come to us we can assure you that if the order is placed before 4 PM Eastern Time it will leave our warehouse the same day, however, it may not always seem that way.
We have a direct working relationship with USPS and FedEx that sees them coming to do pickups from our warehouse. At 4 PM all orders are handed over to FedEx and USPS no orders are shipped after this time. If you receive a tracking number this means that the order has left our warehouse and is on its way to you. What can happen is when the orders are being sorted by the machines at FedEx and USPS they may not get scanned because they are turned on their side. The orders will still be moving however the tracking will not update until the order arrives at your local facility or when it is delivered. If it is taking longer to be delivered than our website guarantees please reach out and we will work with the shipping company to locate and deliver the package.
3. My package says it's being returned to the sender.
This is something that can happen for many reasons, for some details on those reasons and how to fix this issue please refer to the article linked below.
My Package Says It is Being Returned to the Sender
Information Regarding Our Policy on Missing Orders
When you feel that you're fairly confident your order is lost the best thing to do is to reach out to us for help, we've outlined below what is done to try to locate and ensure your package is delivered.
Whenever you alert us that your package is missing the first thing we will do is reach out to them to initiate a missing package search. The time it takes to locate the package varies but the most common timeframe is about 7 days.
If they are unable to locate the package within those 7 days we will gladly reship it to you.
NOTE: Some missing package claims will require us to obtain a police report if they believe the package has been stolen, this is a rare occurrence and we will notify you if this is required.
Thank you again for choosing The Home Security Superstore for your purchase. If you have any further questions feel free to give us a call M-F from 9 AM-5 PM EST at 1(800) 616-5305 and we will provide aid in assisting you with your order.