Understanding Shipping Responsibility: What Happens After Your Order Ships?

Understanding Shipping Responsibility: What Happens After Your Order Ships?

At SPLACH, we strive to ensure a smooth and efficient delivery process for all our customers. However, we’ve encountered situations where a package is marked as "delivered" by the shipping carrier, but the recipient claims they haven’t received it. While these cases can be frustrating, it’s important to understand the roles and responsibilities of both SPLACH and the customer when it comes to shipping.

Shipping Responsibility

Once your package has been handed over to the shipping carrier, SPLACH is no longer responsible for its handling. From that point on, the shipping carrier assumes full liability for the safe and timely delivery of your order. Any delays, lost, stolen, or damaged packages that occur during transit fall under the carrier’s responsibility, not SPLACH’s.

Tracking and Monitoring

To help our customers stay informed, we provide a tracking number once the package is shipped. It is the customer’s responsibility to monitor the tracking updates and reach out to the shipping carrier if any issues arise. While SPLACH is happy to assist by providing necessary shipping details, we cannot be held liable for problems caused by the carrier.

Delivery Confirmation and Address Accuracy

Customers are responsible for ensuring that the shipping information provided at checkout is accurate and complete. If a package is returned to our warehouse due to an incorrect or incomplete address, or if the package cannot be delivered for any reason, the customer will be responsible for any additional shipping fees required for reshipment.

In cases where a package is lost during the return process and cannot be recovered, the buyer will be required to share the loss incurred.

What to Do If Your Package Is Marked as Delivered But You Didn’t Receive It

If your tracking information shows that your package was delivered, but you haven’t received it, we recommend taking the following steps:

  • Check with neighbors or household members – Sometimes packages are left at a nearby address or received by someone else.

  • Look around the delivery location – Carriers may leave packages in safe spots near your entrance.

  • Contact the shipping carrier directly – They may provide additional details about the delivery location or require further action.

  • Wait a day or two – Occasionally, carriers mark packages as delivered prematurely.

If you still cannot locate your package, reach out to the carrier for a resolution. Unfortunately, SPLACH is unable to provide refunds or replacements for packages that have been marked as delivered.

Real Cases We've Encountered

Case A: Address Issue Leading to Failed Delivery

According to FedEx’s travel history, a package was shipped from California on 11/20 and arrived in New York, the destination state, on 11/26. However, it could not be delivered and was subsequently returned. The tracking history showed:

  • 11/26: Delivery exception – Incorrect address (Apartment/Suite number missing).

  • 11/26 - 12/2: Three subsequent shipment exceptions – Cannot locate recipient.

This suggests that there may have been an issue with the address provided or that no one was available to receive the package, leading to repeated failed delivery attempts. Eventually, the package was returned. However, as of now, the package has not yet arrived back at our warehouse. There is a high possibility that it has been lost and may not be recoverable. 

Case B: Marked as Delivered with Proof of Delivery

Despite including a clear note in our shipping notification email stating:

[For non-U.S. customers and accessory orders] No signature is required; packages will be left at the front door, which may carry a risk of loss. Please monitor the tracking status daily to anticipate the delivery time, and contact the courier if needed to schedule a specific delivery time. Once the tracking status indicates successful delivery to the specified address, any post-delivery issues must be resolved directly with the shipping carrier, as SPLACH assumes no further responsibility once the package is marked as delivered.

We have still received customer inquiries about missing packages that were marked as delivered.

In this specific case, the package was handed off to ACI Logistix for the final stage of delivery, and their tracking system confirmed it was successfully delivered on December 4, 2024, at 4:16 PM, along with a proof of delivery photo.

In such situations, you may open a dispute for further investigation. However, these disputes require either proof of loss or misdelivery to proceed. This documentation can only be obtained if the recipient files a complaint or provides evidence of non-receipt.

Since most couriers do not process claims when proof of delivery is available, logistics providers typically do not offer compensation for such cases. As a result, SPLACH is also unable to provide further compensation or replacements.

Final Thoughts

We understand how frustrating delivery issues can be, but by staying proactive and vigilant, you can help ensure a smooth shipping experience. Always double-check your shipping details, monitor your tracking updates, and communicate directly with the carrier for any delivery concerns. SPLACH is here to assist with any necessary details, but ultimately, responsibility for the package lies with the shipping carrier once it has been shipped.

Thank you for your understanding and support!

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