Late or Lost Parcel Protocol

(If you have found yourself here before notifying us, message us at hello@doctoredlocks.com with your order number before following these steps.)

Thank you for letting us know about a potentially lost parcel.   We have opened an inquiry with the parcel carrier and have placed your original order on watch notification.  In the meantime, there are two ways a late parcel can be handled.  

  • If you DO NOT need new items sent to you while we are investigating, you will follow the track for Lost Parcel.
  • If you DO need new items sent to you while we are investigating, you will follow the track for Exchange or Return.  We recognize its not exactly a "Return" in the traditional sense, but this method will trigger an order to be sent to you immediately with a grace period for payment while the investigation is open.

To get started

Step 1:

Navigate to the portal.  https://doctoredlocks.com/pages/returns-and-exchanges

Add your credentials and click "Start a Return or Exchange" to enter the portal.

Step 2:

You will be given two options - "Start Exchange or Return," or "Lost or Damaged Parcel."

  • If you do NOT want a replacement order sent to you, select "Lost or Damaged Parcel" and follow the prompts to submit a missing parcel claim.
  • If you DO want to have a replacement order resent to you while we are investigating your lost parcel, select "Start Exchange or Return."  


Step 3:

Once you've chosen "Start Exchange or Return," you will need to select each item and enter "Late arrival" as the reason.  


Step 4:

Since you have not received the parcel, select "Items remain in original condition."

Step 5: 

Next, select "Yes, the packaging is complete and in good condition."

Step 6:

Choose what you would like to happen.  (Typically, if this is a lost parcel, you would select "Exchange for same item.")

 

 

Step 7:

Next, click the "Ship back to us" button.

Step 7:

Review your exchange information to ensure everything is correct.  If you need to update your shipping information, you can do so here:

Step 8:

This next step is VERY important.  You need to select INSTANT EXCHANGE to have the order reshipped NOW.
If you select Standard Exchange, your order will not reship until we receive your returned items (which in the case of lost parcel, could be never).

Step 9:

To finalize your Instant Exchange, you will need a credit card to complete this step.  A temporary hold of $1 will be placed on your card.  Once you click "Submit return" your order will go into our system and be shipped out like a normal order.

This process creates a replacement order during the investigation of your original parcel.   A pop-up will appear letting you know that your card will be charged in 14 days if the return parcel is not received.  This is normal in the case of a routine exchange process, but when this process is used for a late parcel, we closely monitor the investigation status to make sure that your card is not charged inappropriately. 

What happens if my original order is delivered?

Sometimes after the initial inquiry to the carrier, the original order will be found and delivered.  If this happens, you can choose to keep one of the orders and use the return postage tag found in your Return/Exchange portal to return the other.   If you choose to keep both, your card will be automatically charged for the replacement order on the 14th day.

What happens now?

We will be monitoring the investigation with the carrier closely.  If the original order is unable to be located, the exchange will be voided, no return items will be expected and your card will not be charged for the replacement order.  We will be updating you regularly throughout the process.