Order Delivery ProblemsUpdated 2 months ago

What to Do if Your Order is Lost, Delayed, or Misdelivered

We understand how frustrating it can be when your order doesn’t arrive as expected. If your delivery is delayed, missing, or appears to have been misdelivered, please follow the steps below to help us resolve the issue quickly and fairly.

1. Check the Tracking Information

Use the tracking link provided in your confirmation email or your account order history to view the latest updates. Delays can sometimes occur due to weather, customs processing, or high shipping volumes.

2. Confirm the Shipping Address

Please double-check that the shipping address you provided is correct — especially if the tracking shows your parcel as "delivered" but you haven’t received it.

3. Allow 24–48 Hours

Carriers occasionally mark parcels as delivered before they physically arrive. If your package status says delivered, please wait up to 48 hours before taking further action.

4. Contact the Carrier Directly

If your parcel hasn’t arrived after 48 hours, please contact the carrier (e.g., DPD, SEUR, BRT, Chronopost) to initiate a formal investigation.

Note: Carriers are currently handling a high volume of claims, including fraudulent ones. Without your direct involvement, carriers may consider a delivery complete based solely on tracking data.

To support the carrier’s investigation, please perform the following checks and provide a written statement confirming your answers:

• I have checked around my mailbox, front door, and other possible drop-off points.
• I was present/absent at home on the delivery day.
• I have asked neighbours, building staff, or concierge if they received the parcel.
• I did/did not provide any specific delivery instructions to the carrier.
• No one in my household or close circle accepted the parcel on my behalf.

Completing these steps helps ensure a thorough investigation before we proceed.

5. Report the Issue to Globe

If your parcel remains missing after contacting the carrier and completing the above steps, please reach out to our support team within 7 days of the expected delivery date.

When contacting us, please include:

• Your order number
• Current shipping address
• Any relevant details or photos

We’ll review the case and, based on the carrier’s findings, do our best to assist you in resolving the issue with them.