The first step is to check your order's tracking information. You can find your tracking number in the shipping confirmation email we've sent you. If your tracking information hasn't updated for more than 14 days, the parcel might be lost in transit. If your tracking information shows that the parcel was returned to the sender, you can request a resend. To do so, please contact us via email@example.com and provide your full correct address.
You can claim a resend or a refund if the delivery time exceeds our guaranteed delivery period.
Steps to request a resend/refund:
- Look for an Ionico order confirmation email to find your order number.
- Contact us at firstname.lastname@example.org specifying the following subject: “Guaranteed delivery time has expired: Order #XXXXX” (where #XXXXX — your order number).
- Provide the details about your situation to the email body.
Please note that we do not take responsibility for the information customer provides us. Thus, if your order was delivered to an incorrect address that you provided, we will not be able to refund you. For this reason, please always check your order details in the confirmation email as you can only change them within 24 h after placing the order.
If you have made your purchase on Amazon, please act according to their Policy.
For the purchases made outside of the US, the guaranteed delivery time may be extended. Delays may occur as a result of International Customs Inspections. Your country's customs office may require additional documents and time to clear your package, which may delay the estimated delivery time. The recipient takes full responsibility for your Local Government's and postal regulations regarding Import and Customs, as we cannot be held liable for any items that are not accepted into the specific country. Please always check your order's tracking information before making a claim. If you'd like an update on your parcel's location, you can also contact our support agent at email@example.com.