Can you help resolve my missing kayak order issue?

[Kiana2204]

Hello,
I have attempted to contact the seller (Paddleres), but their listed email info@paddleres.com is not valid and their listed phone number 1(540)706-5636 is disconnected. Paddleres has a 30 day return policy, so I cannot wait 30 days to submit a claim with Shopify.

Shopify says that my two kayaks were delivered on 2/7/2024, but I have not received anything.

Additionally, fedex says that someone named A. Jeff signed for my package. I don’t know who that is. FedEx also said that the package with the tracking number was NOT sent to my address. They said it was sent to Sanford, which is a hospital 2 blocks from my house.

Can you help me get my kayaks? That is a huge order to lose.

[Blair]

Hi @Kiana2204,

Thank you for reaching out to the Community. 

I definitely understand where you're coming from regarding an order that you placed online and would be happy to share some insight on how we can help. 

As Shopify is a platform used by many merchants to sell online, we are unable to manage day-to-day operations or intervene in the order process. If however, you placed an order online, I'd encourage you to check out our Order FAQ Page for more information on how to proceed. 

If after 4 weeks you're still unable to get in touch with the shop that you've purchased from, we recommend contacting your bank for steps on how to proceed. This will ensure that the appropriate guidance can be given as well as the next steps on how to retrieve funds to get this resolved. 

Please let me know if you have any other concerns.