Shipping policy
When can I expect my order?
We ship ALL ready-to-ship orders within 1-2 business days, not including weekends or holidays. Once accepted by USPS, delivery times depend on the carrier and your location. You'll receive tracking information as soon as your order is on its way to the email you used at checkout.
Lost or Undelivered Packages Policy
Once an order has been accepted and shipped by USPS, responsibility for delivery transfers to the carrier. We are not responsible for packages that are delayed, mis-delivered, or lost while in USPS possession.
Important Delivery Notice
If a customer believes their package was not delivered to the correct address, the customer must notify us within seventy-two (72) hours of the delivery status indicated by USPS tracking.
Failure to contact us within this 72-hour window releases Olive Tree Transfers from any obligation to assist further, including but not limited to refunds (store credit), replacements, or disputes.
USPS Responsibility
In the event a package is lost, delayed, or mis-delivered while in USPS possession, the customer is solely responsible for filing a claim or missing mail request directly with USPS. Any investigation, resolution, or compensation is determined exclusively by USPS. We do not have the ability to reroute, retrieve, or refund packages once they are in USPS custody.
This includes (but is not limited to):
- Delivery to the wrong address
- Missing packages marked as “Delivered”
- Delays or loss while in transit
These circumstances are considered carrier errors and are outside the control of our business.
Chargebacks & Disputes
Chargebacks or payment disputes related to carrier delivery issues will be contested using valid tracking information and proof of shipment. Orders with confirmed USPS acceptance are considered fulfilled by Olive Tree Transfers. Filing a chargeback does not negate the customer’s responsibility to resolve delivery issues with USPS, meaning filing a chargeback does not replace the requirement to work directly with USPS to resolve delivery issues. If USPS accepted and lost the package, the issue must be handled with USPS, not through a payment dispute.
How to File a USPS Claim (Customer Responsibility)
If your package was not delivered correctly, please follow the steps below:
Step 1: Locate Your Tracking Number
Your tracking number is included in your shipping confirmation email.
Step 2: Visit the USPS Website
Go to the USPS claims or missing mail section on the official USPS website.
Step 3: Submit a Missing Mail or Insurance Claim
- Select “File a Claim” or “Missing Mail Search”
- Enter your tracking number
- Provide your delivery address and package details
- Submit the form as instructed by USPS
Step 4: Follow Up with USPS
USPS will contact you directly regarding the investigation and resolution. Any compensation or recovery is handled solely by USPS.
Agreement to Policy
By placing an order with Olive Tree Transfers, the customer acknowledges and agrees to this Shipping, Delivery, and Lost Package Policy in full.