Shipping Information

Lost-in-Transit & Proof of Delivery (POD) Policy

At Katherine Way we want to ensure your orders arrive safely. We understand how frustrating it is when a package is marked as "Delivered" by the carrier but cannot be located. Please note that we do not use the SHOP App tracking as this app often tags a package as "delivered" when it is actually still in transit or has only been handed off by the initiating carrier to the final delivering carrier. We use only the tracking information directly provided by our carriers, in most cases UPS, USPS and FedEx.

Because our carriers provide Proof of Delivery (POD)—such as GPS tracking coordinates, photo confirmation, or a signature—we must follow a strict verification process before issuing replacements or refunds.

1. The 3-Step Verification Protocol

Before filing a claim with us, customers are required to complete the following steps, as the vast majority of "missing" packages are recovered this way:

• Check the immediate area: Look around porches, side doors, backyards, garages, and behind bushes. Carriers often hide packages to prevent theft.

• Check with neighbors/management: Check with family members, roommates, next-door neighbors, or your building’s front desk/leasing office to see if they accepted it on your behalf.

• Wait 24 Hours: Carriers occasionally scan a package as "Delivered" when it is still on the delivery truck, only for it to arrive the next business day.

2. Strict Reporting Windows

If the package is still missing after completing the steps above, the customer must report the issue to our support team at customercare@katherineway.com within 7 calendar days of the marked delivery date.

Important Note: Claims submitted after 14 calendar days from the carrier’s recorded delivery date are strictly ineligible for review, refund, or replacement. Carriers purge detailed GPS and route tracking data after this window, making verification impossible.

3. Special Policy for High-Value Orders (Over $750)

To protect both our customers and our business, orders valued over $750 are subject to heightened security protocols:

• Mandatory Signature: These orders are automatically shipped via carriers requiring a direct signature upon delivery. If a signature is captured, Katherine Way cannot issue a refund or replacement under any circumstances.

• Police Report Requirement: For high-value orders shipped without a signature requirement, if the carrier provides valid photo/GPS proof of delivery to the correct address, no replacement or refund will be processed without a formal, verifiable police report for theft submitted to our team.

4. How We Process the Claim

Once a claim is submitted Katherine Way will initiate a formal investigation with the carrier:

1. GPS & Photo Review: We will review the carrier’s internal tracking logs, photo proof, and GPS coordinates to verify that the package was dropped off at the exact coordinates provided at checkout.

2. Correct Address Delivery: If the carrier confirms delivery to the correct address, Katherine Way is legally and financially fulfilled of its delivery obligation. The issue is categorized as theft (porch piracy), and the customer must seek remedy via their local authorities or credit card purchase protection.

3. Incorrect Address Delivery: If the investigation reveals the carrier misdelivered the package to a different address, we will immediately ship a replacement or issue a full refund at no cost to you.

5. Future Account Restrictions

To prevent future delivery discrepancies, Katherine Way reserves the right to flag accounts with multiple "not received" claims. Future shipments to these accounts or addresses will require mandatory signature confirmation at the customer's expense, or require a secure, alternative delivery address (such as a FedEx/UPS pickup location).