For packages lost in transit, all claims must be submitted no later than 30 days after the estimated delivery date. Any order that's lost in transit is eligible for a reshipment or refund at our cost.
We may ask for your help before doing that, like confirming with your customer that the shipping address was correct. It would also be good to double-check that your customer got in touch with their local post office to try locating the lost order.
Keep in mind that if tracking information states an order was delivered but your customer thinks they haven't received it, we won't take responsibility and reship that order. In that case, any replacements would have to be at your expense.