What Happens If My Order Is Lost Or Damaged In Transit?
Provident Metals ships all packages fully insured while in transit. In the unlikely event that your products are lost during shipping, we encourage you to contact us immediately so we can launch a claims process. For USPS, Lost in Transit is defined as not being updated in 5 or more calendar days. For UPS, it is defined as 3 calendar days. We must be contacted within 7 days of last tracking for USPS and within 3 days of last tracking for UPS. If we are not contacted within these timeframes, insurance will not cover the package.
Immediately upon contact, we begin our claims process by researching the shipment with the carrier. The claims process typically takes at least 30 days to resolve, with many Lost in Transit packages being delivered late. If you receive the package during this process, you must notify us within 24 hours.
For further information, please see Section 13 of our Terms and Conditions.