We will open an investigation with UPS and we will require an invoice, phone and email of the customer, and tracking number to submit to UPS for the process. They will contact the customer and possibly send a driver to help them locate the package. If UPS cannot locate the package they will cover the package according to the insurance purchased ($100 insurance included on all packages).
Check with your company to determine your policy on shipping replacement orders. Elevate will not cover any losses or liabilities due to carrier issues.
See our article on similar issues with the USPS.