If you have any concerns about a delivery for an order, or items you’re selling to us, please get in touch with our customer support team with your unique reference number for each item so we can investigate further. Please note that for security reasons, and to help speed up our verification processes, you may need to provide additional information to confirm your identity and your ownership of the item, if you are selling it to us. We will let you know what further information we will need.
If a package is delayed in transit or does not arrive within the standard timeframe, then we will launch an investigation with our courier service, which can take up to 30 days once all requested information has been provided to us.
If you have dropped your package off:
It is your responsibility to regularly check your tracking number to ensure your package is on its way. If the tracking number has not updated or displays an exception that indicates the package has not moved, then you are requested to raise this directly with the drop off facility.
MPB will only be able to begin an investigation if:
Printed proof of drop off (receipt) is provided
Evidence that the package(s) have been collected from the drop off facility, and tracking indicates movement into the courier network (Note: This could take 24 hours to update on the tracking).
Please note that the above is not a guarantee that a claim will be successful as further investigation will be required by our Internal Security Team.
If you decide to use your own courier service then this is entirely at your own risk.
You can get in touch with our customer support team from Monday to Friday, 9:00am-5:30pm EST by selecting the 'Connect to an agent’ option on chat and we'll look into this asap.