If your package is presumed lost by the carrier (where the status is not "delivered"), a claim must be filed no sooner than 7 days after the last tracking update for domestic shipments (20 days for international shipments, including Canada).
Claims must be submitted within 30 days from the last checkpoint update. Additional Documentation: Upon request, Profusion Care may require additional documentation such as proof of identity, a notarized statement, address, etc.
Estimated Delivery Date After Estimated Delivery Date: If 48 hours have passed since the estimated delivery date with no delivery or update, Profusion Care will consider the order "lost" and assist you with the next steps.
Invalid Address or Delivery Barriers Undeliverable Addresses: If a carrier is unable to deliver your package due to an invalid address or unexpected delivery barriers, the package may be returned to us. In such cases, Profusion Care does not cover the order issue, and you may be referred to the retailer.
Multiple Shipments: If your order is shipped in multiple packages and one package does not arrive, Profusion Care will cover the issue or refund the value of the undelivered package.
Order Stuck in Customs Customs Delays: Profusion Care cannot assist if your order is stuck in international customs. The next step for customers is to pay the customs fees to receive the package.
Customs Fees for Replacements: If Profusion Care replaces an item and you've already paid customs on the original order, you may need to pay customs fees again.
