📦 Lost or Stolen Package Guide

🚨 What to Do If Your Order Doesn’t Arrive

We’re sorry your package hasn’t arrived as expected. Please follow the steps below so we can help resolve the issue quickly.


1️⃣ Report the Missing Package

Please email us at office@justinhealth.com or reply to your order confirmation email. Include:

  • Your order number and shipping date

  • The carrier (e.g., USPS, UPS, FedEx) and tracking number

  • Your shipping address (apartment or house)

  • Any delivery notices or photos (e.g., empty doorstep, notice slip)


2️⃣ Choose Your Preferred Resolution

📝 A. File an Insurance Claim

  • We’ll provide carrier insurance details (provider name, policy number, coverage amount).

  • We can send proof of shipment, invoice, and tracking logs to support your claim.

🔁 B. Order a Replacement at 50% Off

  • As a one-time courtesy, we offer a 50% discount on a replacement order for lost or stolen items.

  • If you’d like this option, we’ll send you an updated invoice and new tracking details.


3️⃣ Signature Confirmation for Future Orders

To help prevent future issues:

  • Apartments: Signature is always required.

  • Houses: Signature is required by default, unless you confirm you have a secure delivery option (e.g., locked mailbox, secure porch box).

Please let us know your preferred delivery setup or any instructions for safe drop-off.


4️⃣ Next Steps After You Choose

  • Insurance claim: We’ll email all necessary documents and details.

  • Replacement: We’ll apply the 50% discount and send a new invoice. You’ll receive tracking once shipped.


5️⃣ Follow-Up & Confirmation

Once your claim is processed or your replacement is shipped, we will:

  • Confirm the delivery or claim resolution with you

  • Ensure you’re fully satisfied with the outcome


If you have any questions at any time, please email us at office@justinhealth.com or call 512-535-1817.

Thank you for your patience and understanding!