Shipping back for a return

[PowellM]

I had to ship my Charge 5 back due to it overheating and the screen going out. It was sent out on July 5, using the label provided.  It has still not been received by FitBit.  I’ve reached out multiple times, and each time I have been told it’s scheduled for delivery on that very day.  Now the tracking information just says “pending”, after it was scheduled for delivery yesterday.  Last week I was told on my call that if it didn’t arrive that day, they would just go ahead and ship me a replacement.  When I call back the following day, I was told that was not true. It’s been 3 weeks now since I shipped it and it hasn’t even arrived.  FedEx is no help, either.  I’m beyond frustrated, because I’ve always had great experiences with my devices.  They obviously aren’t going to do anything until it eventually arrives, and then I have no idea how long it will take for them to issue a replacement.  It’s very disappointing. 

[Odyssey13]

Hi @PowellM once the shipping company took possession of the package, it became their responsibility. It's no different than ordering from a company and UPS or FedEx handles their shipping. If it's lost or delayed, it's the fault of the shipper, not the sender.