Unfortunately sometimes packages can get lost or damaged during shipping. But if you used Returnista's shipping contracts, you can investigate the whereabouts of your package if the tracking info on the Returnista dashboard isn't updating.
Please make sure to answer all the questions so we can start investigating with the carrier. Without the right information we can't start an investigation and therefore it will take more time get you a definitive answer.
If you have multiple parcels you want to start an investigation into, please note that every tracking number is seen as one case with the carrier. Therefore you will need to start a new investigation for every tracking number.
Please make sure that the investigation is started within 30 days of the first scan, after this time we cannot assist you.
After how much time can I start an investigation?
After how much time can I start an investigation?
If a shipment is not showing tracking updates for a period longer than 5 working days you can start an investigation. In very few cases a shipment is actually lost, in most cases a shipment is delayed or set aside for inspection by the carrier, after which it will continue its route the final destination.
Why can't I start an investigation for shipments processed by another party than Returnista?
Why can't I start an investigation for shipments processed by another party than Returnista?
Returnista offers logistical contract (processed by DHL, DPD, and UPS). Returnista only has the authority to open investigation for shipments that run through their contracts. For all other shipments please get in touch with the carrier directly or the owner of the logistical contract.