Order shipped with tracking:
If the order is shipped with tracking information and is still within the estimated shipping time plus two business days, the customer is asked to wait for the order.
If the order is shipped with tracking information and it does not show delivery within a reasonable timeframe after the estimated delivery date, the merchant will be held liable and the order will be refunded. This applies to orders lost in transit as well.
Orders shipped with delivery confirmation tracking—tracking shows delivery and customer claims item not received:
Groupon does not cover service errors, including loss, theft, or postal/shipping issues. The merchant is responsible for opening an investigation claim with the shipping carrier to start an investigation for the package.
- You are responsible for correcting, via refund or replacement, any delivery error or non-conformity of your products. This includes non-delivery, mis-delivery, theft, mistakes in picking, and/or packing of your product.
- If the carrier's investigation determines that the customer did not receive the order due to a shipping error beyond their control, the merchant is liable for refunding or reshipment of the product.
Orders shipped with signature confirmation tracking—tracking shows delivery and customer claims item not received:
If the name on the signature confirmation matches the customer’s, he/she will not be granted a refund or reshipment of the order. If the name on the signature confirmation does not match the customer’s, Groupon will deny the claim and ask the customer to follow up with the individual who signed for the package. Refund/reship requests for orders that are signed for by a freight forwarder or an agent of the customer (for example, a neighbor or a family member) will be denied. However, if an investigation determines that the customer did not receive the order due to a shipping error beyond his or her control, the merchant may be held liable for a refund or reshipment of product.