Shipping Concerns

What's the shipping & tracking process?

• Once your order is processed & shipped, we'll send you a confirmation email. This can take up to 2-3 business days. Once shipped, you can expect your order to arrive between 8-10 business days, depending on your location.

• Expedited Shipping

  • Shipping time frame should be 5-7 business days.

NOTE: ALWAYS VERIFY COMPLETE SHIPPING ADDRESS FOR ANY REPLACEMENT OR RESHIPMENT REQUEST

PNR Guideline:

https://sites.google.com/profitexpansiongroup.com/gl-101/home/product-not-received-pnr

Campaign Specific:

For shipping inquiries (Always offer to provide tracking to the customer. ): 

• Verify Customer's shipping address

• Remind customer of the shipping time frame

• Provide current status of the shipment (latest update)

• Offer to write it down first, provide tracking website.

• If declined, resend shipping confirmation email on shopify.

  • How to resend: Click Here

  • Submit CIF if not available.

Stuck in transit / No movement

• If the tracking shows no movement for more than 5 days - submit CIF.

  • If a follow up and still no movement, offer reshipment and reset customer's expectation.

No Tracking Number (MORE THAN 5 DAYS)

• Inform the customer that the order has already been shipped but the tracking number is not yet uploaded. Submit to CIF. 

• Inform the customer that they will receive an email with the tracking once it is available.

Fulfilled but no tracking:

• Do not issue full refund - shows fulfilled but no tracking does not mean that the order is not shipped.

• Assure the customer that the product is shipped.

• Escalate to CIF and inform the customer that we will update with the tracking number in 2-3 days.

Delivered claiming PNR

• Advise the customer to contact local post office to check the package

• Check the tracking if we have a USPS tracking that we can provide - if none, please submit CIF to ask for local tracking.

  • USPS will not be able to track international tracking so it is important to ask for local tracking first.

• If refund request, offer reshipment,

  • If declined, partial refund + reshipment.

  • If declined, full refund.

Damaged Product:

• Advise to send email to support team showing the damage and offer reshipment

  • If customer does not want to send an email, offer courtesy reshipment. (No need to send email)

• If refund request:

  • Offer partial refund + reshipment

  • If declined, inform that we would need to confirm before we issue full refund. Advise to send an email to support team.

    • If threat, proceed with refund.

Complaining that shipment is coming from China

• I understand your concern. (Customer name), I can assure you that (Product name) is made out of highest quality materials and we stand by our product. As our policy states, we offer a 30 day return policy from the day your receive the order in the event that you are not satisfied with your order.

• Proceed to Refund/Return if still upset and is asking for refund.

Orders not found on Shopify (No fulfillment)

• Explain that there was a mixup with the system that's why the order was not fulfilled.

• Offer Reshipment (Reset expectation, provide shipping time frame - 1-2 weeks  for standard delivery or 5-7 business days for orders with Expedited Shipping Fee)

  • If accepted, inform the customer that we will not send an email with the tracking number so, you also need to provide the email support contact info so, they can follow up

• If declined:

  • Partial Refund + Reshipment

  • Full refund if declined all saves

NOTE: For orders with multiple items, we also need to have the cx confirm that all items are correct and refund, if necessary.

Tracking Tips: 

• The campaign uses a courier where it generates the USPS tracking which will be used once the package reaches the USA. 

Tracking Status - Shipment Details

NO MOVEMENT - the shipping label was created but the item is not physically shipped yet and most of the time a new tracking number is provided. 

STOPPED MOVING - the order is shipped and suddenly stopped for more than 5 days.