Shipping & Delivery SupportUpdated 18 days ago
At Ostrichpillow, we want to ensure your order reaches you safely. To help us protect your purchase, please review our policies regarding delivery and missing packages.
Ensuring a Safe Delivery
When placing your order, it is the customer’s responsibility to ensure a secure delivery location is available.
Safe Place Instructions: If your property requires specific instructions (e.g., a hidden "safe place" or a specific mailroom), please provide this information at checkout. Otherwise, carriers will follow their standard delivery protocols.
Signature/Hand-to-Hand Delivery: If you require the package to be delivered directly into your hands rather than left in a mailbox, porch, or mailroom, please contact us immediately after ordering so we can make the necessary arrangements.
Missing Packages & Theft
If your tracking status shows "Delivered" but you cannot locate your package:
Check for Proof of Delivery: If the carrier has provided photo proof that the package was left at the correct address (porch, mailbox, or designated safe area), Ostrichpillow cannot accept liability for theft from the property.
File a Carrier Claim: In these instances, you must contact the carrier directly to open an investigation.
The Claim Number is Essential: Once you have filed your report, you must provide us with a formal Claim Number. Without this number, we have no way to verify the issue with the carrier or offer further assistance.
Note for Incorrect Deliveries: If a package was delivered to the wrong address or delivered without photo proof where required, we still require a Carrier Claim Number to take over the investigation on your behalf.
Incorrect or Incomplete Orders
If your package arrives and you find that an item is missing or that you’ve received the wrong product, please let us know right away so we can fix it!
How to report an error:
Snap a Photo: Take clear photos of everything you received, including the shipping box, the product packaging, and any batch numbers or labels.
Contact Us: Send these photos along with your Order Number to our Customer Care team immediately.
Fast-Track Resolution: Once we verify the error, we will expedite the shipping of the missing or correct items to your address at no additional cost to you.
Issues in Transit
If a package is confirmed as lost in transit (the tracking has stopped moving and the carrier confirms it is missing before it ever reached your property), we take full responsibility. In these cases, we will gladly offer you a full refund or a reshipment, depending on your preference.
Damaged Packaging
Shipping Boxes: If your shipping box arrives with "battle scars" from its journey but the product inside is in perfect condition, please let us know! We will pass that feedback to the carrier to improve their handling.
Product Boxes: Please note that we provide high-quality packaging to protect the item itself; we do not offer replacements or refunds for damaged product boxes if the item inside is unharmed.