Undelivered or Lost Parcels
Lost or undelivered parcels must be reported NO more than 45 days after ordering. Any reports greater than 45 days will not be investigated and are considered delivered.
Blugenics Innovations is not responsible for parcels which have been lost or stolen once shipped from our warehouse, and in the property of Canada Post.
However, in the rare occasion when this happens, we will work with the customer affected through Canada Post to start a service ticket investigation into the whereabouts of the package. As part of this investigative process, Canada Post will typically contact the customer by email* or phone to ask questions about the missing parcel (email* is the preferred method for contact). Generally, this process can take up to 14 business days to complete. If the volume of parcels being handled by Canada Post is high or if the procedure has a setback for some reason, the process may take longer than the suggested time frame of 14 business days. Please note that the Canada Post investigation is not something over which Blugenics has any control.
*Please be sure to check your email junk folder, sometimes Canada Post emails are marked as junk.
In cases where the service ticket is completed, and Canada Post has confirmed that the parcel sent by us is lost/no longer trackable, a replacement order will be released. We are unable to guarantee this outcome and will not release a replacement if the findings of the investigation determine that the parcel was delivered. We understand these things can happen and do our best to help our customers in these situations, as we genuinely want all customers to receive the Karen® product(s) that they order.
Please note, replacement parcels will not be issued until the service ticket investigation is completed by Canada Post – no exceptions.
Once we receive word from Canada Post that the service ticket is complete, we will notify the customer of the outcome and proceed from there based on the result.