If your order shipped via First class / media mail postal mail service, there is unfortunately no way to make a claim for the lost or delayed or damaged package. Please use USPS Priority / FedEx OR please checkout the shipping insurance option https://acutrack.zendesk.com/hc/en-us/articles/115002740173-Shipping-Insurance
Note that international orders do take significantly longer when shipped via postal mail service / MDX and may get lost as well.
If you need to get another product out to the client, please login to the Customer Portal to place another order on behalf of your client. You may want to choose the USPS priority international mail option for more expedient delivery.
Also, please note that we are not responsible for delayed or lost or damaged packages when shipped via standard First class Domestic and International / media mail postal mail. Even when packages are shipped via FedEx, if they get delayed or lost, it is our policy to issue a credit for the freight costs after filing a successful claim with the carriers. With partner / USPS, no such guarantee is available.
Problems with USPS Media Mail
Media mail is a cheaper shipping option, however, it has many drawbacks, not the least of which is in its reliability and delivery speed. Media mail is reserved for Educational Material only; as such USPS reserves the right to inspect media mail packages they receive as they see fit. This means opening the package and inspecting the contents. Often times they will firmly re-secure it and ship the package without incident; however, there are incidents in which the packaging or product may be damaged by these inspections, leading to a damaged product delivery or a lost item.
Another key thing to remember with Media Mail is that USPS places certain priorities on packages based on the delivery method. Media Mail sits firmly at the bottom of this priority list. If USPS is only able to fit a certain amount of packages on the truck, media mail will be added last, if at all. This may cause delays in the shipping of your product to your customers. This issue will only increase closer to holidays, especially in Q4 where many packages will be getting delivered as more people use faster shipping options. The carrier's truck will quickly fill up with Express and Priority packages, which if they are gifts, may also be larger packages.Leading to less room for Media Mail packages, causing further delays.