We understand that mishaps occur in the sale cycle at every point, some out of your control. Below find NTWRK's guidelines for Carrier Related issues.
Missing Packages
It is recommended that the shipper file a claim on behalf of the customer if the package was reported lost within 30 days of fulfillment and has been stuck in a Pending or Pre-Shipment status.
Parcels Reported as Stolen
If the package is deemed to be high value (over $500), we request you enable signature verification with the carrier. Typically if the package has delivered tracking associated with it, NTWRK support will request the customer file a claim on their own behalf. This is because it is highly unlikely that the carrier will support claims filed by the shipper for packages with delivered tracking.
Damaged Package
If a package is reported damaged, the NTWRK team will always first request imagery of the product before escalating to your team. If the item is clearly damaged, our team will CC’ you directly in with the customer to provide support. You may send a replacement or issue a return label, it is up to your discretion. For questions regarding damaged packages please email sellers@thentwrk.com.
Return to Sender
If you receive a package back at your fulfillment center, please reach out to the NTWRK team at sellers@thentwrk.com. We will contact the customer and request an updated address. If we do not receive a response after a few follow ups, we will request the item be restocked/ refunded.