Issues relating to an order's delivery lie with shipping service carrier. A service carrier claim can be submitted with them to investigate the issue.
In order to submit a shipping carrier claim you must submit a support request case in the client portal. Once the necessary information has been provided, we will submit a claim on your behalf.
You must include:
1. The OKC Order Number (OR-XXXXX).
2. A description of the issue.
3. The customer's complaint (ideally in a .pdf or screenshot)
OK Capsule will reach out with the result of the investigation, once it is communicated to us. If the carrier takes fault and decides to refund the order cost, the refund will be credited once we have received it.
Notes:
OK Capsule and the shipping carriers are separate entities. We do not take responsibility for issues or mishandling once the order leaves our facility.
If our investigation of a noted issue (quality) reveals to have originated before the order was passed to the carrier we this will be treated under Client Return Policies.
Processing times for carrier claims are slow. Most average 3-5 months before a claim concludes. We will do our best to follow up with them periodically, but we have no control over this time frame.