---
title: Customer Complains That Package Was Never Delivered
description: Guidance on handling customer complaints about delayed or undelivered packages.
---

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# Customer Complains That Package Was Never Delivered

## Guidance on handling customer complaints about delayed or undelivered packages.

If a customer inquires about a delayed or undelivered order, we recommend checking the tracking information first. Several factors may be causing the delay:

- The **package may be delayed** due tounforeseen circumstances such as customs clearance, labor strikes, or extreme weather events. These factors are beyond HyperSKU's control, and we apologize for any inconvenience.
- If the **package is lost in transit before being out for delivery**, we can process your refund request once you provide proof that the end customer has been refunded. We will also investigate the matter with the courier to determine the cause of the loss.
- If the tracking information shows the **package has been delivered**, we suggest contacting the courier directly for further assistance. They can provide more specific details about the delivery location or any issues during delivery.

For more information, please see [HyperSKU’s Aftersales Policy](https://support1.hypersku.com/hyperskus-aftersales-policy).  

 

*If you have any questions or need further assistance, please contact your dedicated HyperSKU agent. The HyperSKU team is always here to help!* 😃

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