All online orders are shipped from the warehouse using shipping carrier: UPS.

Unable to ship an outbound package with any other shipping carrier (FedEx, DHL,USPS, etc.)

regardless of circumstance.

UPS Customer Service

https://www.ups.com/us/en/support/contact-us.page

Customer Service 1-800-742-5877

https://www.ups.com/bm/en/help-center/sri/tracking-package-moving.page

Overview of Processing and Shipping an Order

Starting Point:

in Bluemercury Warehouse

⬇ click drop down to view ⬇

After an order is purchased online, Shopify receives the order information and begins to process the payment method and also sends the received order details to Fulfillment Works Warehouse ➡ where they pick and package the purchased products and finally print the packing slip of what items were picked and placed into package.

The Warehouse then gives the packages to UPS, then UPS takes it to their Shipping hub to scan the package into their system and ships out based off the package's shipping method.

Overnight has the highest priority so they process these the fastest, then Two-Day, then Ground Shipped packages.

UPS has the exact same Priority List - Overnight has the highest priority so they process these the fastest, then Two-Day, then the lowest priority Ground Shipped packages.

End Point:

delivered to shipping address

Shipping Times

We cannot offer to refund/replace/start a claim

for orders marked delivered,

until after 36 hours has passed since

the posted delivery time/date.

UPS Ground packages are generally delivered anytime Monday through Friday between 9 a.m. and 9 p.m.

(and sometimes later) to residences, and to business addresses during their normal business hours.

UPS won’t accept packages addressed to PO Boxes, therefore Bluemercury does not allow PO Boxes to be submitted as a shipping address.

Cancel a Delivery

Our Warehouse does not allow for cancellations after an order has been purchased, however Reps can still send a request for cancellation to the ER, where that request will be forwarded to the warehouse for them to review.

Cancellations cannot and should not be guaranteed.

Action ➡ Reps can send an email to ER for a CANCEL REQ

View "Emails to ER" BMT page for template

Cancellation Requests should never be guaranteed

Please inform the client that this action is not guaranteed

and that we will ensure that you receive the best possible resolution we have available.

Change Shipping Address

▶ After an order has been purchased, the Shipping Address cannot be changed/edited/modified in Shopify.

Action ➡ Send an email to ER to request cancellation of order with incorrect shipping address. If unable to cancel, send a new email to ER to RTS the order > add appropriate shopify tag to original order (Replacement-issued) > send replacement to correct shipping address.

▶ After an order has shipped, UPS will not allow the shipping address to be changed.

UPS company policy says they cannot change the shipping address if it is being changed to a different state, but there is a chance they will allow the address to be changed if it is a minor update such as

Action ➡ Send an email to ER to RTS the order > add appropriate shopify tag to original order (Replacement-issued) > send replacement to correct shipping address.

Change Shipping Address Requests should never be guaranteed

Please inform the client that this action is not guaranteed

and that we will ensure that you receive the best possible resolution we have available.

Return to Sender (RTS)

What does Return to Sender mean?

▶ means to return the in-transit package back to where it was originally shipped from.

When an RTS request is submitted to UPS is is asking from them to no longer deliver a package to its designated shipping address, and to instead ship it back to our warehouse to process as a return.

Although sending this request will not guarantee that UPS can successfully return this order to sender, we will ensure that you receive the best possible resolution we have available.

If this return to sender request has been approved by UPS, it will reflect this update via the provided tracking associated with this order.

RTS Requests should never be guaranteed

Please inform the client that this action is not guaranteed

and that we will ensure that you receive the best possible resolution we have available.

Hold a Delivery

https://www.ups.com/pl/en/help-center/sri/tracking/change-delivery.page

https://www.ups.com/us/en/support/tracking-support/change-delivery-options.page

UPS Tracking Status

Once marked as shipped, UPS can take up to 24-48 business hours to update the tracking in their system.

The included UPS Tracking # can take 24-48 hours to be updated by UPS with its current status, after the package has been passed from the warehouse to UPS.

During Holiday Season (October - December) this time frame increases to 24-72 business hours.

What is a Business Day?

Delivered Status - Where was it delivered?

UPS Access Point (UPS Pick Up Locker)

Delivered to a UPS Pick Up locker, also known as a UPS Access Point. The locker's address should be on the door tag. You need the Door tag and your ID to retrieve the package from the locker. Scan the door tag and ID to open locker. This is common for apartment addresses.

Pick Up at UPS Store

Returning to Sender

Customer has initiated a UPS Claim

UPS Access Points (Lockers)

A UPS Access Point™ location is a participating retail outlet, such as a grocery store or petrol station that serves as a convenient and efficient UPS parcel delivery and retrieval location. You can also drop off labelled and prepaid UPS Returns® parcels at any UPS Access Point location.

To ensure you receive your package at a time that suits you, select this alternate delivery option.

How It Works

If you elected to have your parcel delivered to a UPS Access Point location at the time of ordering your goods, you will receive a notification alert via email or SMS when the parcel has arrived and is ready for collection. You must present a recognised form of photo ID to collect your parcel.

Easy Returns and Package Drop Off

You can drop off any package with a UPS prepaid label at a designated UPS Access Point™ location. Depending on what time of day you drop off your package, it will be safely stored at the UPS Access Point™ location and collected the same or next working day by UPS.

Note: Any package dropped off at a UPS Access Point™ location must not exceed 20 kg in weight or 80 cm in length and must already include a UPS prepaid shipping label.

How to Read Your UPS InfoNotice

https://www.ups.com/us/en/support/tracking-support/where-is-my-package/how-to-use-infonotice.page

1. Track Your Package
Before you do anything else - track your package. This will help you determine the next steps to take.
2. Find Delivery Details
Any items selected can tell you where your package may be, or when we’ll attempt to deliver it again. If your package has been redirected* or has delivery requirements**, your driver will leave you a note here.
3. Release Your Package
You can request that your driver leaves your package on the next delivery attempt as long as your package doesn’t require a signature from an adult 21+. To do so, sign the delivery notice where it reads ‘Your Signature’ and place it back where the driver originally left the notice.

UPS Pickup

UPS Claims

Orders with a total $300 (or more) that were marked Delivered but not received

Bluemercury is unable to file a Claim online and can only submit a UPS Claim by directly contacting UPS by phone.

This claim will request for UPS to investigate what steps led to this issue occurring and to search their system to try to locate the package.

Per UPS policy, they ask to please allow them up tp 8-15 business days to process this claim.

Once processed, they will provide an update on this situation to us and thereby allow us to relay this information to the customer.

The tracking number for this order will be the claim reference number.

Send an email to ER with UPS Claim Req

UPS requires the customer’s phone number to start a claim.

Reps should advise for customers to check if anyone in their household may have received and accepted the package, also check with their neighbors in case delivered to incorrect address.

A UPS Claim must be created within 60 days of the scheduled delivery for packages that have been lost. After 60 days of the scheduled delivery date, a claim can no longer be filed.

A UPS Claim can be created after 36 hours have passed the proposed delivery time.

We can start a UPS Claim for a lost package as soon as 36 hours have passed the proposed delivery time.

If a customer wants to check the status of an existing UPS Claim, they can go to UPS.com and use their tracking # for the claim number to check it's status on the Claims Dashboard.

Bluemercury will not be able to check the status of a Claim until the Claim has finished processing and UPS has contacted us by email, the customer will be the only one able to view and have access to the Claim's status.