What to Do If Your Package Is Damaged, Lost, or Stolen
We understand how frustrating it can be to receive a damaged package or experience a missing order. To assist you in resolving these issues promptly and efficiently, please follow the steps below.
Damaged Package
If your package arrives damaged, please follow these steps:
1. Inspect the Package: Check the outer packaging and the item(s) inside for visible damage.
2. Take Photos: Document the condition of the packaging and the damaged item(s). Clear photos are crucial for the claims process. Please provide a minimum of 3-5 photos.
Photo Documentation:
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Damaged Item: Provide a close-up photo of the damaged item inside the original box, clearly showing its placement along with all original packaging. Ensure the photo captures how the item and packaging were arranged within the box.
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Shipping Label: Include a close-up photo of the shipping label attached to the package, ensuring the tracking number is legible.
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Packaging Box: If the packaging box is damaged, provide photos showing the damage. If there is no visible damage to the box, please provide clear photos of the box showing the top and all sides.
3. Contact Us: Submit a claim through our Help Center or by emailing us at support@hyte.com within 30 days of the delivery date.
Include your order number, a detailed description of the damage, and the photos you captured.
Missing Package (Marked as Delivered but Not Received)
If your package is marked as delivered but cannot be located:
1. Check Around Your Property: Look in common delivery areas such as porches, mailboxes, or neighbors' houses.
2. Contact the Carrier: Reach out to the carrier (UPS) to confirm the delivery location or refer to the proof of delivery photo attached to your tracking information.
3. Submit a Claim: If the package is still missing, please reach out to us at support@hyte.com within 30 days. Include your order number and any relevant details from the carrier.
Stolen Package
If you believe your package may have been stolen:
1. File a Police Report: Depending on local laws and the value of the package, filing a report may be necessary. Please keep a copy of the report number for your records.
2. Submit a Claim: Reach out to us at support@hyte.com to report the theft. Include any relevant documentation, such as the police report number, for faster processing.
Route Protection
If you selected Route Protection at checkout, your package is covered for damage, loss, and theft. Follow these steps:
1. Contact HYTE/Route: We can file a claim on your behalf, or you can visit Route’s Claims Portal to submit your claim directly by following the prompts.
2. Provide Necessary Details: Include your order number, photos, and any other necessary details to assist with the claim.
3. Resolution: Once the claim is approved, Route will manage the replacement or refund process directly with you.
Tips to Prevent Package Theft
- Check with neighbors or nearby areas where packages might be left.
- Install package delivery alerts through your carrier’s app.
- Consider using a secure delivery location or a package locker.
UPS Contact Information
UPS Customer Service: 1 (800) 742-5877
UPS Damages: 1 (800) 651-2352
UPS Packages Investigation Team: 1 (866) 706-6894
Need More Help?
Our customer support team is here to help you out. Please reach out to us at support@hyte.com