Missing & Lost Package PolicyUpdated 6 hours ago

At Jaanuu, we want to ensure your order reaches you safely. In the event that your package is missing or shows as "Delivered" but has not been received, please follow the guidelines below.

1. Reporting Window: 30 Days

To ensure we can effectively investigate and resolve delivery issues, all missing or lost orders must be reported within 30 calendar days of the marked delivery date.

• Why the 30-day limit? Shipping carriers purge tracking data and close their investigation windows after a certain period. Reporting within 30 days allows us to access real-time data and file insurance claims on your behalf.

• Late Claims: Unfortunately, we are unable to provide refunds, replacements, or investigations for orders reported missing more than 30 days after the delivery date.

2. Required Steps Before Reporting

Before contacting customer support, please utilize the following resources to help locate your package:

• Check the Tracking Link: Review the carrier's detailed tracking history for specific delivery instructions (e.g., "Left at side door").

• Verify Shipping Address: Review your order confirmation to ensure the address provided was 100% accurate.

• Look for a "Delivery Photo": Many carriers now provide a photo of where the package was left.

• Check with Neighbors: Often, packages are misdelivered to a nearby unit or accepted by a household member.