If the tracking for the order shows status "Delivered" and the customer claims the package was not delivered, it is the responsibility of the customer to contact the shipping provider (local post office, Fedex, DHL etc.) to ask about the package and open a "Trace Claim" if needed.
I Love Veterinary Store will not be held liable if the tracking says the package was delivered and the customer claims otherwise; Refund or replacement will not be issued in this cases.
In cases like this, we advise the customers to check around the delivery area (building hallway, doorstep, front porch etc.) or check with the neighbors about the package.