# Apology for Lost Package and Replacement Plan

Dear Customer,

First and foremost, we sincerely apologize for the loss of your package. This incident stemmed from warehouse management and internal USPS issues, resulting in over 80 US customers' WTR MAX packages being detained by USPS. After extensive follow-up, we have confirmed these packages cannot be recovered—**entirely due to our error**—and we take full responsibility for any inconvenience, delays, or disappointment this has caused you. We plan to resolve all matters for affected customers by October 2nd. 
 We understand the frustration of waiting for a package only to learn it's lost and deeply regret failing to meet your expectations.
  

Upon confirming the loss, we immediately initiated a comprehensive logistics review to prevent recurrence. To properly address this matter, we have established the following clear replacement plan:
   ## 1. Priority Replacement Service
- We will **free of charge** reship the lost items (including both the product and shipping costs).
- The new batch of WTR MAX inventory originally scheduled to arrive on the 26th was previously committed to reshipping affected customers between the 26th and 28th. However, due to delays in receiving the shipment from the local U.S. logistics provider, we only received a small portion of the inventory today. Therefore, over the next three days, I will reship new packages to all customers requiring replacement units.
 
- If assistance is needed to verify package details, our customer service team will contact you within 24 hours to confirm—ensuring replacement items match your original order exactly.

## 2. Enhanced Logistics Tracking Service
- Replacement packages will be shipped via our premium courier service, offering faster delivery and real-time tracking.
 
- After shipment, you'll receive a tracking number via email/SMS. You can check the delivery status anytime on our website (https://www.fedex.com/en-ca/home.html) or the carrier platform (FedEx). We'll also automatically send update notifications at key milestones (e.g., “Shipped,” “In Transit”).
 

## 3. Compensation Plan
- As a gesture of apology, we will process a $50 refund on your original order after the replacement unit ships. Customers choosing the refund option will also receive a $50 no-minimum-spend coupon for your next purchase on the AOOSTAR website.

## Future Preventive Measures
To prevent recurrence, we have immediately implemented the following improvements:
  
- Enhanced warehouse staff training, requiring double-checking order details during packing and shipping.
- Activated a new real-time logistics monitoring system that triggers alerts within 24 hours for delayed or lost packages.
 
- Established a dedicated “Lost Package Response Team” to resolve issues and contact customers within the same day.
- Discontinued USPS shipping channels, switching exclusively to FEDEX or UPS for all shipments.

## Need Further Assistance?
Our customer service team is available 24/7:
- Live Chat: Contact support via the “Live Chat” window on our official website.  
- Email:kryber@56gmail.com （Joyce）

We sincerely apologize once again for this oversight. Your trust is paramount to us, and we are fully committed to resolving this matter to your satisfaction. Thank you for your patience and understanding.
 

Sincerely,
AOOSTAR TEAM
September 30, 2025