Quick answer
Don't panic. Email support@bjamil.com immediately with your tracking number and shipping receipt. As long as you shipped the piece insured to its full value (which we always require), the carrier will compensate the loss and we'll process the refund or replacement once the claim is approved.
What "lost" usually means
- No tracking update for 7+ business days — most likely a scan was missed; still moving
- Marked delivered but never received by us — investigate at our end first
- Officially declared lost by the carrier — file a claim with the receipt and insurance
What to do right away
- Email support@bjamil.com with your tracking number, ship date and the carrier
- We check our receiving log to confirm we don't have it
- We open a trace with the carrier (Purolator, Canada Post, FedEx)
- You file the insurance claim using the receipt — we provide the order value documentation needed
- Once the claim is settled, we issue your refund or send the replacement
Timeline
- Trace investigation: 5–10 business days
- Carrier claim approval: 10–30 business days
- Refund after approval: 5–10 business days
What to have ready
- Order number
- Carrier name and tracking number
- Shipping receipt with insurance value declared
- Photo of the packed box (if you took one)
Why insurance matters
Jewellery couriers don't auto-cover high-value items. The receipt with declared value is what unlocks compensation. Always declare the full retail value when shipping a return — we ask for this in our return instructions.
Still need help?
Email support@bjamil.com — we deal with carrier traces all the time and we'll guide you through it.