What to Do If Your Order Doesn’t Arrive?

Lost or Stolen Package Guide

What to Do If Your Order Doesn’t Arrive
We’re sorry your package hasn’t arrived as expected. Please follow the steps below so we can help resolve the issue quickly.

1. Report the Missing Package
   • Please email us at office@justinhealth.com or reply to your order confirmation.

   • Include:
     • Your order number and shipping date

     • The carrier (e.g., USPS, UPS, FedEx) and tracking number

     • Your shipping address (apartment or house)

     • Any delivery notices or photos (e.g., empty doorstep, delivery notice slip)

2. Choose Your Preferred Resolution
   A. File an Insurance Claim
   • We’ll provide carrier insurance details (provider name, policy number, coverage amount).

   • We can send proof of shipment, invoice, and tracking logs to support your claim.

3. B. Order a Replacement at 50% Off
   • As a one-time courtesy, we offer a 50% discount on a replacement order for lost or stolen items.

   • If you’d like this option, we’ll send you an updated invoice and new tracking details.

4. Signature Confirmation for Future Orders
   To help prevent future delivery issues:
   • Apartments: A signature is always required.

   • Houses: signature is required by default, unless you confirm you have a secure delivery option (e.g., locked mailbox, secure porch box).
     Please let us know your preferred delivery setup or any special instructions for a safe drop-off.

5. Next Steps After You Choose
   • Insurance claim: We’ll email all necessary documents and details.

   • Replacement: We’ll apply the 50% discount, send a new invoice, and provide tracking once the item is shipped.

6. Follow-Up & Confirmation
   Once your claim is processed or your replacement is shipped, we will:
   • Confirm the delivery or claim resolution with you.

   • Ensure you’re fully satisfied with the outcome.

If you have any questions, please email us at office@justinhealth.com or call 512-535-1817.
Thank you for your patience and understanding.