Delayed Order Handling Policy

1. Orders Out for Delivery With No Clear Tracking

• If an order is Out for Delivery for a long time and LMT/Store cannot give precise tracking details, follow the rules below.

2. Policy Based on Days Past EDD

A. 3 Days Past EDD (No Clear Tracking / Package Not Located)

• If the order is 3+ days past the Expected Delivery Date and LMT cannot provide clear tracking or confirm the package location:

  • Inform the customer: “We assume the order is lost, and we can proceed with a refund.”

  • No long investigations, no extended waiting.

  • Close the case immediately by processing the refund.

B. Delayed but Trackable / Delivery Still in Progress

• If the order is delayed but movement is visible, or LMT confirms it is still on the way:

  • Inform the customer of the delay.

  • Offer options:

    • Wait for delivery

    • Cancel the order and receive a refund

  • Do not assume it is lost if tracking is present.

C. 5 Days Past EDD (Even if Still Attempting Delivery)

• If an order is 5+ days past the EDD, regardless of LMT saying “attempting delivery,” do not extend the waiting period further.

• Proactively inform the customer:

  • “Since it has been 5 days past the delivery date, we will consider this order lost and can issue a refund.”

• Do not keep customers waiting indefinitely.

In a nutshell

Whenever an order is 3+ days past EDD AND cannot be tracked clearly → treat as lost → refund immediately.

If 5+ days past EDD even if still “attempting to deliver” → proactively offer refund.

If delayed but trackable and moving → offer to wait or cancel.

Quick Reference Chart (Updated)