Shipping policy

We're a small business and rely on the US Post Office and UPS for our package delivery.  We have the same tracking information that you received when the label is printed, which means we don't have any extra insight as to where your package is beyond the provided tracking info. In our experience, when tracking shows that the package was delivered but you can't find it, the box will will usually show up within 24 hours.  It could have been put at a side door, at a neighbors house, or possibly scanned at the truck but not delivered.  The best course of action is to call your LOCAL POST OFFICE and they can check in with the mail carrier.  

If after contacting the mail carrier directly and they say that they either do not have the package inside of the vehicle or that they delivered the package to you already and that it is now missing an investigation will begin.  You’ll be asked to wait seven days from the expected delivery date to start an official Missing Mail Case, but as soon as that timeline has passed you can reach out directly to the USPS through the Find Missing Mail section of their website or by going to MissingMail.USPS.com and punching in your tracking information.

If an insurance claim is filed and the package is deemed lost by the Post Office, Borealis will refund your order for the insurance amount, which will be the total amount of the order.  Please note that insurance claims are typically denied if the tracking information says the item was delivered. If the shipping information was entered incorrectly when placing the order, there is nothing we can do.  In the event that Borealis made a mistake when printing the label, we will take full responsibility for our mistake. 

Borealis is not responsible for lost, damaged, or stolen packages. We will work with you and the post office or UPS to hopefully recover the missing package, but once the package leaves our facility, Borealis Coffee is not responsible.