For lost or stolen packages, Heat Press Nation requires that our customers reach out to us within 24-48 hours of delivery confirmation after having determined a package has not arrived, is lost, or has been stolen. In the event that a package cannot be located, our representatives will ask that you check around your residence or, if you live in an apartment, with the front desk or security office. If the package is still not able to be located, please know that every case is unique and we do ask that you contact us promptly so that we can process an investigation.
Equipment such as heat press machines, vinyl cutters, printers, and other high dollar value items typically require an investigation/claim to be opened with the logistics provider in order to determine the whereabouts of the package before a replacement or authorized solution is provided. At times, investigations may take up to 7 business days to be completed. Claims are generally opened by a customer service representative on our customer's behalf with the logistics provider.
Items such as vinyl, supplies, transfer paper, and so forth may be replaced at Heat Press Nation's sole discretion, however, replacement is not always guaranteed.
We understand that an issue like this can be frustrating, therefore, we do ask that you contact us immediately so that we can process your lost package investigation as quickly as possible.