Hello,
Thank you for taking the time to leave a review—we truly appreciate all feedback as it helps us improve. We're sorry to hear about your frustrating experience with the lost package, and we understand how disappointing that must have been, especially for an international order.
To provide some context for others reading this, we'd like to clarify a few details from our communications with you. The shipping method used was "USPS First-Class Package International," which you selected during checkout as it's a more affordable option compared to faster, insured alternatives like UPS or FedEx that we also offer. While this service is reliable for many shipments, it doesn't include built-in insurance, which is why we provided an optional third-party insurance through Route at the time. We're glad you chose to add that protection to your order.
In our order confirmation email, we included a link to our blog with clear instructions on how to file a claim with Route if an issue arose.
Unfortunately, by the time you contacted us, the claim window with Route had closed, so we couldn't process it through them. We advised disputing the charge with your credit card company as an alternative, allowing a neutral third party to review the situation.
Based on feedback like yours, we've made changes: We no longer offer third-party insurance and instead focus on ensuring higher-value orders include carrier-provided insurance where possible. That said, we always encourage customers to monitor their tracking closely and file any claims promptly, as carriers and insurers have strict time limits.We're committed to fair practices for all customers, including those in Europe, and we're here to help resolve issues whenever we can.
If there's anything else we can assist with or if you'd like to discuss this further, please reach out directly.
Best regards
ameriDroid Team
