What if my order is lost?

[viscid agate]

First purchase from Wooting. Paid for expedited shipping. Order left California for Philadelphia on 12/3 and hasn’t updated since. Was due to deliver 12/4, it’s now not even updating. Customer service was not helpful so far. After 2 hours on the phone with UPS they finally launched an investigation. This entire experience just sucks. To be clear, I’m not looking for help with UPS. Has anyone experienced this? What happens next? I fear this will be a long drawn out process and will be left waiting until after Christmas. Any and all advice is helpful.

[leaden mauve]

Thanks for posting your support request!

Note: #community_support is only for answering general questions and for troubleshooting.
All order-specific and shipment-specific support must be handled via the Wooting Support Wizard*
(You need to create an account on the Wooting Hub, using the same email address as your purchase. The account is not created for you automatically!)

Troubleshooting your Wooting Keyboard? Try these steps first!
Basic Troubleshooting

Questions about shipping, or what to do if your shipment has a problem?
Possible Problems During Shipping (with Solutions)

Looking for information about your specific order?
You can find that on the Wooting Hub! There you can also add upgrades, update your shipping address, and much more.

Is your order about to ship and you need to pause it for any reason?
Place it on hold via the Wooting Hub!

Do you need to...

• Cancel an order?
• Return/Refund an order?
• Get assistance with placing an order?
• Change the items in your order?
• Change your shipping address to a different country?
• Return a recent purchase?
• Get warranty support?

All of these types of requests need to be made via the Wooting Support Wizard!

[viscid agate]

Update: the matter was 100% resolved by UPS. I also finally heard back from Wooting customer service. All is well.

[topaz edge]

hey the exact same thing happened with me, what did you have to do?

@viscid agate

[viscid agate]

I had to wait for it to stop moving throughout the UPS system after the second promised delivery date. Basically it didn’t arrive on the fourth and then it didn’t arrive on the fifth and it showed that it was scanned out of California, but never scanned into anywhere else after that. UPS had me open a claim. In order to track that claim, I had to open a UPS account as well. After the claim was active for about 18 hours, the package was found, and the item was delivered today. There was a giant cut in the box across the shipping label and the edge of the box and that probably did not help with the scanning process.

Luckily, nothing was damaged inside the box

[topaz edge]

sweet okay thank you, and did you end up emailing wooting for support? or did you do it a different way. i understand that this was on UPS’s end but my package is missing/damaged and UPS had to told my to contact Wooting and I just wanna know the best way to contact wooting, if you did.