If you haven't received your product, you can't create and publish your content.
If you were validated less than a week ago, please be patient, as brands can take longer to send the packages.
Find out who's managing the shipment of the package
To find out who sent you the package, follow these steps: Who is responsible for sending my package?
The package is lost or marked as delivered while never received
Only applies for shipping by Skeepers.
If your package has been lost or marked as delivered by the delivery company while you still haven't received it yet, it is necessary to report it as soon as possible so that we can quickly find a solution.
Please file a complaint on the delivery service's website:
- For US : https://www.usps.com/help/claims.htm
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For DE : https://www.gls-pakete.de/kontakt
- For CA : https://www.asendiausa.com/contact/customer-support
Also, send us a Certificate of Non-Receipt of Package (model attached to the article below).
Be aware of the deadlines!
You have 7 days to report a problem with your product.
You have 3 days to report a problem with your product.
Always check with your neighbors and your local postal office if they haven't received the package for you.
You have the option to change the status of your order from "Sent"/"Received" to "Pending" directly from your account. This stops the timer related to the publication of your content until the situation is resolved.
- Open your Skeepers app.
- Go to the TO DO section and click on the order of your choice.
- Once on this page, click on the campaign title:
- You will then arrive at the campaign page containing all the information.
- Scroll down to the bottom of the page to find the button:
- You will then be able to select a reason.
- Go to the TO DO section.
- On the relevant campaign, click on the campaign title.
- Here, you will see a "Report a problem with shipment" button.
- Click on it and select a reason.
The brand hasn't shipped the product yet
Only applies for shipping by the brand.
If the brand has not shipped the product, and you were validated more the 7 days ago, feel free to contact them directly following these instructions! Always contact the brand first via Skeepers and Instagram before contacting our Support team. As the brand manages their own shipments, we don't have any information related to your package.
You can change the status of your order from "Sent"/"Received" to "Pending" by following the steps explained above. This stops the timer related to the publication of your content until the situation is resolved.
If your credit is already expired, here's an article that may help you : My credit is about to expire or has already expired