It doesn't happen often, but carriers such as UPS, truck lines and Parcel Post do lose orders. If you have placed an order and have not received it in a reasonable period, do the following:

1.       Phone BHB. Ask for the Customer Services Department. Please have the following information ready:

a.       Your name.

b.       Your BHB account number.

c.        A copy of the order submitted to BHB and date mailed or web ordered.

d.       Approximate dollar amount remitted and how the order was paid. Personal check? Charge card? Money order?

e.       Your latest BHB invoice, if it shows the order in question.

f.         If a partial order was delivered and the invoice is included in one of the delivered cartons, please have this invoice available and a list of the missing items. Advise the Adjustment Department of the number of cartons received.

2.       BHB will check our computer to find the date your order was shipped and the carrier used.

3.       BHB will initiate a tracer with the carrier. Normally a response is received within 10 working days after the tracer is initiated. Most carriers require a 10-day waiting period before they will accept a tracer request. The U.S. Postal Service requires a 30-day waiting period from date of shipment before they will accept a tracer. (90 days outside continental U.S.)

4.       BHB will notify you when we receive the result of the tracer. Results of a tracer are generally one of the following:

a.       The Carrier is unable to prove delivery. Therefore, credit has been issued to your account, or we have reshipped your merchandise as you requested.

b.       The Carrier will submit a photocopy of a delivery receipt which will be forwarded to you. It will show the order was delivered in full, and the signature of the person who received the order and the date it was delivered.

c.        If, after receiving the photocopy, you find the signature is not yours, a neighbor's or a member of your family's return the photocopy to BHB's Adjustments Department together with a denial of signature letter. We'll then file a denial of signature claim with the carrier. This will require an additional 7 to 10 working days. We'll notify you of the results.

d.       The Carrier may have returned the order to BHB for the following reasons:

                                                         i.            UPS made three attempts at delivery to you and no one was home.

                                                        ii.            Your delivery address is a Post Office Box. UPS does not deliver to a Post Office Box. They notify you, but if no response is made within seven days, the package is returned to BHB.

                                                      iii.            You have moved and your order was sent to your former address. The package may have been retained by someone who signed for the package at your old address, or the shipment was returned to BHB.