Effective April 1, 2026.
At Tezula, we take great care in packaging and preparing every order before it leaves our facility. Every package is inspected multiple times, and the packing process for each order is recorded to help ensure accuracy and quality control.
Once a package has been accepted into the shipping carrier’s system, responsibility for the shipment during transit transfers to the carrier handling the delivery.
While Tezula may purchase the shipping label, shipping carriers often require direct recipient participation during investigations involving missing, damaged, or misdelivered packages. Claims lacking recipient cooperation, delivery verification, or local investigation details are frequently delayed or denied due to insufficient supporting documentation, even though the shipment was fully under the carrier’s control during transit and delivery.
As a result, customers are required to first report and pursue all transit-related issues directly with the shipping carrier before Tezula can review any request involving lost, damaged, delayed, or misdelivered shipments.
In most cases, these issues can be investigated more effectively when reported directly by the intended recipient, who can provide delivery-specific information and cooperate directly with the carrier’s local investigation process.
Customers are now required to first work directly with the shipping carrier before Tezula can review any unresolved transit-related issues.
Unfortunately, situations have become increasingly common where shipping costs exceed the value of the product itself, while businesses are still expected to replace orders after the carrier fails to complete the delivery service they were already paid to provide. As a result, this policy change has become necessary moving forward.
If a carrier investigation or claim is denied or cannot be resolved after reasonable effort has been made, customers may then contact Tezula with the carrier’s official response so we can review whether any additional assistance or options may still be available.
For customers seeking additional peace of mind, optional third-party shipping protection is also available during checkout for eligible orders.
We sincerely appreciate your understanding and continued support.