We often receive requests to remove the signature requirement upon delivery. While we understand that this can be more convenient for some customers, it also increases the risk of lost or stolen packages.
In several cases, customers have waived the signature requirement (which they’re able to do directly when contacted by our couriers), and the packages subsequently went missing. In those situations, we’ve typically issued refunds—resulting in a loss on our side.
This is no longer sustainable. Moving forward, if a customer chooses to waive the signature requirement and the package goes missing, we will not be able to offer a refund or replacement.
However, if the signature requirement remains in place and the package still goes missing, we will launch an investigation with the courier. While this often results in a refund or replacement, outcomes will be handled on a case-by-case basis depending on the results of that investigation.
Thanks for your understanding as we take steps to protect both our customers and our small team.
