Lost Package Policy

📦 Lost Package Policy

At Swift, we understand how important your shipments are. While we strive to ensure the safe and timely arrival of every package, we recognize that occasional issues may arise. This policy outlines how lost packages are handled and under what circumstances we assume responsibility.

✅ When We Are Liable

We will take full responsibility and offer compensation (refund or account credit) in the following cases:

- Invoice must have been received before delivery

• Proof of Delivery to Our Facility: If a package shows as “Delivered” to our receiving address and includes proof (tracking confirmation, photo evidence, or delivery driver scan), but cannot be located by our team.

• Damage or Misplacement After Arrival: If a package is confirmed to have arrived at our facility but is lost or damaged while in our care. Please note we are not responsible for packages left beyond 30 days. Especially perishables which may become damaged or spoiled.

❌ When We Are Not Liable

We are not responsible for packages that fall under these categories:

 

1. Delivered to the Wrong Address: If a package is marked delivered but not to our facility (e.g. delivered to a neighbor, different address, or alternate location due to customer error).

2. Tracking Status is Not “Delivered”: If the package is still marked as “In Transit,” “Out for Delivery,” “Held at Carrier Facility,” or “Available for Pickup,” the responsibility remains with the courier and/or seller.

3. Marked as “Picked Up”: If tracking shows the item was picked up by the recipient or a third party (locker pick-up, signed for by someone else), we are not liable unless proven otherwise.

4. Customer Failed to Provide Accurate Address: We are not responsible if the shipping label or account has incorrect or outdated information.

🕐 Time Frame for Claims

Customers must notify us of any lost package claim within 7 business days of the tracking number being marked “Delivered.” This helps us investigate promptly and increases the chance of resolution.

📄 What You’ll Need to File a Claim

To initiate a lost package claim:

we must already have your invoice prior to The delivery

• Order number and tracking number

• Screenshot or link showing tracking info and delivery status

• Description of the package (if available)

🚫 Important Notes

• We do not assume responsibility for packages shipped without tracking.

• We are not responsible for parcels confiscated or delayed by customs.

• All claims will be reviewed, and compensation (if applicable) will be provided at our discretion.

 Perishables and other food items should be collected immediately once available for delivery or pick up.