Shopping online is a given these days. More than half of global consumers shop online at least monthly, according to a recent report by professional services firm PwC. And that translates directly into more packages making their way to our doors. Or mailboxes. Or that spot under the bush kind of near the driveway.
After one too many delivery misfires recently, I decided to investigate what consumers can do to maximize our chances of receiving purchases intact and in the right spot.
The first step is to take notice of the tracking information that should be e-mailed along with your shipment confirmation. Then, get proactive.
FedEx and UPS offer tools — available on your computer or smartphone — that allow consumers to provide specific instructions where packages are to be left. FedEx’s Delivery Manager and UPS’s My Choice also let users receive notifications when packages have arrived, sign for deliveries online, or request items be held for pick-up at FedEx or UPS facilities. On Wednesday, UPS added Follow My Delivery, a free service that lets My Choice members track the exact location of their packages on a map on the day of delivery.
For a price, FedEx and UPS also offer additional features. FedEx charges $5 to direct a shipment to a new address or for delivery on a specific date or time, and $10 to select both date and time. The UPS premium service is $40 per year, though members of the free service can pay a la carte fees for some higher-level features: $5 to change a delivery date or $8 to confirm a two-hour delivery window, for example.
The US Postal Service’s My USPS tool sends delivery notifications and lets users approve deliveries even when they aren’t at home to sign for a package. The post office also offers Redelivery Service, which lets users who have missed a delivery specify a day for a second attempt.
What to do when it’s just too late and your shipment has already been damaged?
Though the shipping services said they are happy to handle complaints about misdirected or damaged packages, your best bet might be to start with the retailer.
Most reputable vendors will offer a replacement or refund, often with free shipping, saving you the effort of wrangling with the delivery company.
Have a consumer question or complaint? Reach Sarah Shemkus at seshemkus@gmail.com.
