Pietra does everything within our control to ensure this happens as infrequently as possible. Although it is rare, shipments are occasionally lost in transit by carriers. When this happens, it is important to know the options available to you.

After a package is handed off to a carrier by Pietra, the carrier is now responsible for the package. More specifically, if Pietra has successfully handed off a package to one of our partner shipping carriers and at least one carrier scan takes place, Pietra is not responsible for the cost of goods sold nor the fulfillment fees associated with the shipment lost in transit.

If the carrier is indicating your shipment has been delivered, but your customer indicates the package was not received, you have the option to file a claim with the carrier via the carrier website. Please be aware that carrier claims are often not successful, but as the shipper you do have the right to file a claim.** Pending a successful claim, Pietra will reimburse you the full amount that is provided by shipping carrier on the claim's resolution.

Please note that most often, the quickest way to resolve these issues is to enter a replacement order via your Creator Hub.

** For UPS carrier claims, please visit https://www.ups.com/us/en/support/file-a-claim.page to file a claim directly
​** For DHL carrier claims, please contact creators@pietrastudio.com for support with filing a claim.

For additional information on tracking your customer orders, please check out this related FAQ article -- How can I see and track my customer orders?