Missing product in package

Once your order has been processed successfully, it is sent electronically to our fulfillment center. This third-party fulfillment center is fully automated. Once the order is placed and the fulfillment center receives the details of your order, an electronic system much like a robot selects the correct product and amount as stipulated by the order. A shipping label is then printed and a tracking number is issued before packages are assembled and sent to the receiving department. www.usps.com picks up the packages Monday through Friday between 11 a.m. and 12:30 p.m. Central Standard Time.

It is not likely that the fulfillment center has made a mistake. We have not seen any order errors of any kind regarding missing products since switching to the new automated robotic system. No known errors in over one year and thousands of packages delivered after originating at the fulfillment center. 

The reason for this statement is to show that this sort of error is basically impossible. In the past, we have experienced clients attempting to get free product by claiming missing product. Our Support will be happy to discuss missing product, but please understand if Support questions you.

If you received a broken, sealed package from the postal service you should reject it and we will reship a new package. The postal service is responsible for returning the original package back to the shipping center. The postal system is responsible for your items while in transit and to deliver it intact and complete, just as it was shipped out.

We have seen a very small percentage of packages opened while being inspected by your country’s customs officials. This is an importation issue with your local customs office. They do have the right to inspect items that are being imported by you, the importer. But they do not have the right to remove, damage or take products from your importation. If you believe that this has occurred, please send us an email and we will contact our postal representative to help you resolve the issue.

It is 100% at the discretion of the Support staff if they wish to reship your product or a missing package. Support staff are responsible for all extra shipments and if these are deemed unnecessary, the member of support staff who authorized the reshipment will be billed for the cost of product and shipping..

Contact support@phen375.com if you require help with this issue.