In the exceptional event that a package is lost by the delivery company, Aniioki will open an investigation before arranging any replacement.
What the customer needs to do
- Notify the package lost to Aniioki before 3 days of receiving the delivery notice but not getting the item.
- Collect all documents/photos proving the item was lost. For example, a photo of the signed receipt sent by the delivery company shows the wrong name.
- Contact the delivery company and get additional information like any address where the package was supposedly delivered to, info about the driver, etc.
- Send them to Aniioki (contact support)
- File a police report if instructed
What Aniioki will do
- After receiving the above information from the customer, Aniioki will evaluate if the lost case report is valid.
- If the report is valid, Aniioki will contact the delivery company and open an investigation.
- If in 2 weeks' time after receiving the report, the case has not been solved, Aniioki will issue a replacement.
- The customer can also opt for a full refund.
- If the item can be recovered, the customer may need to be required to help arrange the return shipping. All additional costs will be covered by Aniioki.