Here is the rest of the correspondense:
8 days ago:
I'm sorry you haven't received your order! We show that it shipped 4/24 under USPS Customs ID # ***********. Unfortunately the customs ID is not an actual tracking number so we do not have any additional information. Let me confirm the address we shipped to –
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Canada
If that is correct I'd suggest checking with your local post office using the above ID number as a reference. Rest assured we guarantee every item that ships, and if for any reason your order doesn’t arrive we will send a replacement at no cost to you!
I responded some time later that I had checked the post office. This was the response three days ago:
Hi Breetai,
6 weeks is a long time but it does happen, especially with larger boxes, it really depends on how backed up customs is at any given time. In our last message we suggested checking with your local post office. Sometimes packages sit at the post office undelivered and then they are returned to us as “unclaimed” stating that the person never came to pick up their package. It’s rare but it happens, I would suggest checking for it at the post office as there is a good chance it may be there.
Thanks,
I responded that I would check at the post office again. The "good chance it may be there" at the post office gets an
.
My comment after their automated message was my most recent email to them.
They did promise to sent a replacement to my order at no cost if it doesn't arrive. We'll see what happens (if it does come in, or if they send a replacement).
According to their site on delivery times:
International shipping times can vary widely. When you check out you have a choice for First Class International or Priority International (Priority is the only option for packages over 4 lbs.). First Class orders to Canada average 6 to 12 business days, and Priority averages 5 to 9 business days. For all other countries Priority averages 6 to 10 business days. First Class shipping varies too widely to be estimated. Please note about 5% of international orders take longer than normal, up to 4 or 6 weeks to arrive. This is often due to a hold-up in customs or mis-routing in the country. Although we cannot guarantee delivery time we do guarantee that your item will arrive. If it has been long enough for the USPS to classify it as lost we will ship a replacement.
Don't worry, less than 1 in 10,000 of our shipments fail to arrive at their destination – however the USPS does sometimes misroute them or in the case of international shipments they can be held up in customs. In the unlikely event that your order is lost we will of course send you another. If you are in the US and it has been over 2 weeks since your order shipped, or if you are international and it’s been over 6 weeks please email us at
[email protected] with the details of your order and we will help you out.
April 24th-June 2nd is going onto 6 weeks (opps, I said going on 7 earlier). I don't really think I jumped the gun, though, as they are usually very close to 2 weeks shipping to Canada. It will be exactly 6 weeks on Tuesday.
The USPS site is not exactly clear to me on when it is "lost" if mailed first-class. I didn't pay for insurance, as Lukiegames guarantees it. The USPS site doesn't seem to mention much about late international orders except for giving a number to call.
