Delivery Delays for Purchased Goods

Consumer Affairs recognizes that when you buy a large item such as furniture, appliances, or equipment you often rely on the seller or a courier to deliver it to your home. Delays can happen, and the question of who is responsible depends on how the delivery was arranged.

Responsibility for late or missing deliveries varies depending on whether:

• The seller (local or overseas) was responsible for delivering the item, or

• You bought the item from an overseas seller and personally arranged delivery through a Bermuda courier using an international mailing address.

If the Seller Is Responsible for Delivery

• If the seller agreed to deliver your purchase to your home, and there is a delay, Consumer Affairs recommends that you start by:

• Confirming the delivery address you provided

• Reviewing the terms and conditions in your sales contract

• Checking your account delivery instructions, such as whether you asked for the item to be left in a specific place

After reviewing these details, contact the seller and ask a customer service representative for an update.

If the seller is handling delivery either with their own team or through a courier they are responsible for ensuring the item reaches you. This includes:

• Correcting delivery delays at no extra cost

• Fixing problems such as damage during transit or incorrect items received, again at no extra cost to you

If a third-party courier (such as FedEx or the Bermuda Post Office) is delivering the item, the seller is still responsible for investigating what happened and arranging redelivery.

If the Seller Claims the Item Was Delivered

Sellers often require the delivery agent to get a signature at the time of delivery. Before requesting redelivery:

• Confirm with all household members whether anyone received or signed for the package

• Review your delivery instructions if you asked for the item to be left outside, theft may complicate your claim
  

The seller may argue they met their obligation if they can show:

• A signed delivery note, or

• Proof they followed your delivery instructions (e.g., left on porch)
  

If it is confirmed that you did not receive the item, ask the seller verbally and in writing to redeliver the purchase.