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Frequently Asked Questions - Guests

Are you using ILeftMyStuff.com to retrieve a lost item? Here’s a list of our most commonly asked questions to help you with this process.


GENERAL QUESTIONS

I left my stuff behind. How do I get it back?

If you haven’t already received an email to get your item back, you can submit an inquiry for your lost item. To do this, the hotel should have provided you with their "5-digit Client ID." To submit your lost item report, click HERE. If the business didn’t provide you with their 5-digit Client ID, please request that from them or contact our support team with the property name and location, and we will provide that to you. If your item is located, you will be contacted with instructions on the return process.

Does ILeftMyStuff.com maintain a copy of my credit card details?

No, ILMS does not keep any client credit card details. After the payment is processed, all credit card details are removed.

Is my credit card information secure?

Absolutely! Your payment is processed and managed securely by an industry-leading PCI-compliant provider, and the credit card information is never shared.

How is my personal information kept secure and confidential?

We use industry-leading technology (such as SSL) to ensure your confidentiality and security.

Do I have to provide packaging for the shipment?

No, the establishment where your item is located will package your item appropriately.

Can I ship more than one item at the same time?

If you have multiple items that can fit in one package, we can accommodate. Please select the "Other" option when specifying "What type of item was left behind?". You must list all items that will be shipped when you "Describe the item that was left behind." Contact the establishment where the items were left and ask for the package dimensions and weight.

What type of delivery instructions should I provide the driver?

Examples of common delivery instructions are "leave the package in the garage" or "deliver to the side door or back door," etc. Please provide sufficient information to enable the driver to locate you as efficiently as possible.


TROUBLESHOOTING

If there is a problem with my shipment, who do I contact?

Please track your package using the number provided to you by email. If the package is still in the care of the courier, contact the courier supplier directly. If you do not get the results you were hoping for, contact us at support@ileftmystuff.com.

I have already submitted a Lost Item Inquiry. Why haven’t I heard back?

It may take a couple of days for the business to log all found items into their inventory; also, some lost and found teams work only on weekdays. If you haven’t received an email within two business days, please contact the business to follow up, or contact our support team and we will forward your inquiry along to the business's lost and found team for follow up.

I received an email that my item wasn’t found and I would like to follow up. How do I do that?

In some cases, the item you are looking for has not yet been entered into the database. It may take a couple of days for the business to log all found items into their inventory, and often the lost and found team works only weekdays. If it has been a few days and you believe the item is there or you have additional information that could be helpful you can contact the business directly, or email our support team and we will forward your inquiry along to the business's lost and found team and ask them to follow up with you.

I received an email that my item wasn’t found but someone at the hotel told me it is there. What should I do?

In some cases, it may be that the hotel does have your item but it was not logged into their database, which triggered the email stating your item was not found. When an item is located, the staff at the hotel or resort matches it in their database. Reach out to the hotel or resort directly, or contact our support team and we will forward your inquiry along to the lost and found team at the hotel or resort and ask them to follow up with you.

I received the wrong item. What should I do?

We are very sorry you received the incorrect item. The business is responsible for packaging the items for shipping. Please contact them directly to resolve this mistake. If you experience any difficulty with a satisfactory resolution, our support team would be pleased to assist.

What happens if my item is lost or damaged in transit?

The price of shipping includes loss coverage for up to $100. Additional loss coverage is available and will be offered for any item with a declared value exceeding $100. If your item is damaged during the delivery process please contact our support team at support@ileftmystuff.com and we will manage the process and ensure you are compensated in a timely manner.

I entered the incorrect address in the process. How do I correct it?

If the package is not yet picked up by the courier, please contact the business and our support team to cancel the shipment. We will assist with initiating a new shipment. This is the most cost-effective solution.

If the package is already in transit, please contact our support team to assist with an address correction. UPS does charge an additional fee for intercepting and correcting any address changes and could also charge a fee if the package is no longer traveling to the same geographic area.

There is a scan on my package that I don’t understand. Can you please explain?

Your package is scanned in various locations while it’s in transit. If you notice an exception scan that doesn’t seem right, please contact our support team and we would be pleased to provide information and look into any problems. We make every effort to proactively contact our valued guests if there is ever an issue with a shipment.

Why has my shipment not arrived?

Please contact our support team if you believe your package arrived late and you would like us to address your concern. We are committed to providing excellent service and addressing your concern to your satisfaction.

Why are there no scans on my package?

If there is no tracking on your package, the business may not have provided your package to the driver at the scheduled pick up time. Our support team will be pleased to assist with verifying this and scheduling a new pickup.

UPS is holding my package. How do I get more information?

In most cases, UPS has already provided us with the same notification that your package is being held. We are likely working with UPS to resolve this issue; however, if you have not heard from our support team that you're your package is being held, please contact us.


FEES & PAYMENTS

How much will shipping fees cost?

We are a full-service solution. Our pricing is based on the shipping address as well as package weight and dimensions along with the service level you select. When your item is located, click on the “Ship my item back” link in the email you receive from us and enter the shipping details. When you click “Review order” you will be provided with shipping options and pricing for your address.

What payment options are available?

We accept all major credit cards and PayPal. You do not have to have a PayPal account to process a payment nor do you need to set one up.

What customs fees will be applied to my international shipment? Will anything be required for customs clearance?

You will provide a customs declaration when you initiate the shipment on our site. If the shipment contains personal belongings you left behind that you are importing back into your country, this is documented in the information we provide with your package to customs.

ILeftMyStuff.com is the exporter of the package and you are the importer. Some countries require additional information from you, as the importer of the package. You will be contacted by the courier if additional information is required to clear customs.

Depending on your country, you may be required to pay brokerage fees, duties, and/or taxes for the importation of your items. If your returned item is a personal good, you may be eligible to have these charged duties and taxes refunded by your government agency.

Did my payment go through?

You will receive an email from us immediately after your payment is received. If you do not receive a Payment Confirmation email, be assured that your payment was not received and try again. If you experience any problem with payment, please contact our support team.

I am having trouble with my payment. What should I do?

If your payment has been declined, it may be that your financial institution blocked the payment. Please call your financial institution to authorize the payment. If you experience further problems, please contact our support team.


OTHER

I want to provide more information that could help locate my item. What should I do?

More information may be very helpful! Contact the business directly, or contact our support team and we will forward the information along to the lost and found team at the hotel or resort for follow up. If the item is located, you will receive an email with instructions to have it returned.

I found my item. Do I need to notify you?

That’s great news! You don’t need to do anything.

I already picked up my item. Is there anything else I should do?

Fantastic! If you received an email from us with instructions to have your item returned, click on the “I’ll Pick Up My Item” button to avoid further emails.

What if my package arrives while I am not at home?

If you are not home on the first delivery attempt, UPS may make subsequent delivery attempts, or if a UPS Access Point is available, UPS may forward the package to a UPS Access Point on the following business day for pick up.


Leaving a package unattended at a delivery location if you are not available is at the sole discretion of the driver. In rare circumstances where a package is undeliverable and we are made aware of this before it is returned, we will ask UPS to hold a package for five days at the nearest UPS Customer Center for pick up in an effort to avoid it being returned to the shipper.

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