Do you have delayed, damaged or lost shipment?

Tracking progress:

• Pre-Transit Orders

  When shipping carrier picks up packages from our warehouse, they do not scan them at the time of pickup. Instead, the initial scan typically occurs at the USPS local sorting facility, which usually happens within 1 business day.

  In most cases, packages are scanned within 1 to 2 business days. However, due to the high volume of shipments handled daily, some packages may miss this initial scan. These packages might not be scanned until they reach the destination local post office, which can take up to 12 business days for the first scan.

• Claim Process for Pre-Transit Orders
  If your order remains in Pre-Transit status for more than 12 business days, you may submit a support ticket to initiate a claim with our team.

  In-Transit Orders
  Once a package receives its first scan by the shipping carrier, the status updates to In-Transit. At this stage, Acutrack is not liable for the package and will not issue a refund. If the package is lost or undelivered, please log in to our portal and place a new order at your own expense.

Peak Season:

In the fourth quarter, shipping carriers experience a substantial surge in demand, with shipping orders increasing to at least three times the regular season volume. This heightened activity may result in significant delays for Printed Parcel, DHL orders. International orders, in particular, may experience an additional 30 business days for delivery due to customs clearance, as customs departments worldwide grapple with a high volume of shipments.

If your order faces a delay exceeding 20 business days, we recommend placing a new order with priority shipping methods at your expense to circumvent further delays. It's important to note that Acutrack is not accountable for such delays as these are least expensive shipping method and not insured; our role is to assist in order fulfillment, and we do not manage the shipping carriers

Claims:

If your order shipped via UniUni, USPS First class, USPS Media mail, or USPS Partnered services such as DHL  there is, unfortunately, no way to make a claim for the lost or delayed, or damaged package because these services do not provide any insurance. Let us know if you are interested in third-party insurance services.

If the package is undelivered due to an 'issue with address", refused, or incomplete address, we won't be able to recover the cost of postage regardless of the shipping method.
A Even when packages are shipped via FedEx, we are not liable for anything other than issuing a credit for the freight costs after filing a successful claim with the carriers.

The shipping methods that cover basic insurance:

• USPS Priority - $100
• USPS Priority International -  $100
• FedEx - All FedEx shipping methods cover insurance up to $100

The shipping methods that do NOT cover insurance:

• All other USPS shipping methods such as Printed Parcel, First Class, Media mail do NOT cover any insurance
• USPS Partnered Services - DHL Parcel, DHL Global Mail, FedEx Smartpost do NOT cover any insurance.

Third-party freight pick up:

Acutrack is NOT responsible for any damages that happened during transit with third-party freight pick-up you arrange. Please work with the freight services directly. 

How to file a claim?
Please submit a ticket to our support team with the proof of loss and damage. We will then file the claim with the carriers.
USPS Claims: For USPS orders, we will let you know the status when we hear from USPS. 
USPS takes 5 to 10 business days to process the claim. 
FedEx claims: For FedEx orders, we will email you the claim number after filing the claim. You can email the claim number and tracking number to claims.status@fedex.com to find the status. 
FedEx takes 5 to 7 business days to process the claim.

If you need to get another product out to the client, please log in to the Customer Portal to place another order.

If you are using USPS Media Mail, you should be aware of some of the challenges when shipping via media mail.