Received this email today. For info only.
Dear Customers,
Over the past week, we have been receiving queries from our customers about their packages, reflecting as "delivered" to our warehouse but not in their vPost accounts. Hence payment cannot be effected. We would like to inform you that our investigations with the US delivery providers show that many of these packages have not been physically received by us, but delivered to a wrong warehouse. Similarly we have also received some packages delivered to our warehouse not belonging to our vPost customers. The US delivery providers have informed us that they are doing their best to put right the situation.
Although such incidents are not within the control of vPost, in the interest of our customers, we have been working closely with the US delivery providers to locate any mis-routed packages that belong to vPost customers. We seek your patience in this matter as we do our best to reduce the inconvenience caused.
Please find below some answers to your frequently asked questions:
How do I know if my package is mis-routed?
If the scan status of your package is showing as 'delivered' but not showing in your vPost account after more than 3 working days, it is possible your package is mis-routed.
What can I do if my package is mis-routed?
Kindly raise an enquiry with the retailer who can request investigation from their delivery provider.
How long it take vPost to process delivered packages?
Extra manpower has been deployed at our US warehouse to process items round the clock. Packages received at our warehouse will be processed immediately, and should reflect in your account within 1 to 2 working days.
Deadline for delivery before Christmas
Today is the cut-off date for the payment of packages to receive your items before Christmas. Please proceed to make payment for all your current packages to ensure you received your packages on time.
What else can vPost do to help me with those packages mis-routed by US delivery providers
For mis-routed packages, vPost has made special provision for all our customers, to waive the base charge of the applicable shipping fee for those packages received after 12th December.
We thank you for your patience and understanding on this matter.
Regards,
vPost