What if my package hasn't been delivered or is damaged?

Scenario 1: Package Not Delivered

When tracking your package, if the carrier indicates that it has not been delivered:

• Sometimes, the carrier may find the package in their system and deliver it later.
• Occasionally, the carrier might declare the package as lost after a certain period.
• In some cases, the carrier may declare the package as damaged or destroyed.

The shipping charges you pay for packages valued over $250.00 USD include insurance for lost or damaged goods. If your carrier does not show the package as delivered, or if the goods inside are damaged, we can assist you.

Scenario 2: Package Delivered, But Not Received

When tracking your package, if the carrier states that the package has been delivered, but you cannot locate it:

• Conduct a thorough search and check with neighbors.
• If unsuccessful, assume the package may have been stolen.

Next Steps:

• Contact the police, report the theft, and request a police report.
• Reach out to your credit card company to explore insurance protection. Many cards offer buyer protection plans that cover stolen packages.

Important Note:

Neither Otto Frei nor the carrier is responsible for theft. While we empathize with you as a victim of a crime, we cannot credit your purchase or send a replacement order at no charge. The shipping charges you pay for packages cover you for lost or damaged goods valued over $250.00 USD but do not extend to loss from theft. However, you may have coverage for theft through your home insurance or credit card.