Lost package

We understand that receiving your order promptly is crucial, and we strive to provide the best possible support in resolving any issues you may encounter. While we are committed to addressing various concerns and taking care of our valued pros, it's important to note that we do not cover lost packages if the claim is denied or if the package was stolen.

We also must adhere to the specific rules of lost packages also set  by the brands. 

Lost Package Resolution Process:

1. Verify Delivery Status:

If your tracking number indicates that your package has been delivered, but you haven't received it, it's essential to exercise patience. Occasionally, shipping carriers, such as UPS, may update the tracking information online up to 48 hours before the physical delivery.

2. Wait 48 Hours:

Please wait for a minimum of 48 hours after the delivery time displayed on the tracking information. This allows time for any potential delays or discrepancies to be rectified.

3. Check Shipping Information:

In the 48-hour waiting period, verify that the shipping address on your order is correct. Additionally, check with your neighbors to inquire if they may have received your package by mistake.

4. Contact Us:

After the 48-hour waiting period, if you still haven't received your package, get in touch with us. We will initiate an investigation with UPS, which typically takes up to 8 business days. The investigation may result in either locating the package or crediting the shipper for the shipment.

5. Refund or Re-shipment:

If the package is not successfully found and the lost package claim is accepted, a refund will be processed to the original payment method used for the order. Alternatively, we can offer a re-shipment once the investigation is complete.

Important Points to Consider:

Feel free to place a new order at any time during the investigation process. However, if the lost package is subsequently found or the lost package claim is denied, we cannot accept a return for the new order or offer a refund for the lost order. 

If more than 30 days pass without reporting a lost order, we cannot guarantee a replacement or refund. Therefore, it's crucial to reach out to us as soon as possible.

We value your satisfaction and appreciate your understanding as we work to resolve any delivery issues promptly. If you have any further questions or concerns, please do not hesitate to contact our customer support team.

*Big Agnes takes no responsibility for packages once they leave their warehouse.