The Global Logistics and Compliance Team ensures that Samsara products are moved around the world safely, efficiently, and in compliance with global laws and regulations.
For any transportation, import/export, or compliance needs, please submit a webform for Logistics (100% Closed Won) issues.
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Logistics Issues Resolvable by Team
Shipping Issues & Delays
Any issues with an order in-transit (Post-Closed Won) is handled internally by the Logistics team. While exceptions may not be a good customer experience, we can minimize its effect by swiftly and efficiently resolving the issue. We rely on Account Owners to be the liaison between the customer and our team when shipping issues arise.
Logistics will respond within 48 - 72 hours after receiving a request and doing a preliminary investigation. See SLA times below based on region:
| Region | SLA |
| United States | 2 business days |
| Mexico / Canada | 3 business days |
| EMEA | Please reach out to uk-orders-requests@samsara.com |
Logistics Issues Resolvable by Team
Address Issues:
- Missing Unit / Apt #
- Wrong Street #
- Receiver Name Error
- Receiver Moved
Undeliverable Issues
- Closed / Hours of Operation
- UPS Access Point (Direct Pick Up from UPS Store)
- Refused
Return to Sender Issues
- Address Error
- Carrier Error
- Undeliverable
- Customer did not recover from Access Point
Delayed / Lost Issue
- Delayed Package(s)
- Carrier Error / Issues
- Customs / International Issues
- Weather
- Force Majeure
Frequently Asked Questions
There's an issue with an order that's already been shipped (100% Closed Won). Who do I reach out to?
Please submit an inquiry through this webform for any post shipping issues.
An order was shipped to the wrong address. Can we correct the shipping address before delivery?
Corrections to Addressee Name, Shipping Address Typos are allowed.
Reroutes to a whole new address are not allowed.
Can the shipping speed of my order be upgraded?
Shipping speed/service cannot be upgraded once the order is in 98% Orders Processing. If an order requires a faster shipping speed, that service must be selected prior to moving order to 95% Closing.
Can we ship to PO Boxes (US) or Postal Bags (CAD)
We are unable to ship to PO Boxes (US) / Postal Bags (CAD). If an opportunity with a PO Box / Postal Bag makes it to 98%, we will reach out for an alternate shipping address which may delay shipping.
Can the customer pick up an order from the carrier while in transit?
Submit a webform to confirm if this is possible, as this varies by order and location.
If deemed possible, Logistics can notify UPS to hold the order at a nearby UPS Access Point for customer pick up. UPS will automatically determine the pick up location.
- AE will need to provide a name and phone number of the recipient picking up the order. Logistics will provide the location of the store once the confirmed order is ready to be picked up.
What's the ETA of an LTL Shipment?
Check the tracking number on the opportunity to see if an appointment has been created for delivery. If a delivery date hasn’t been created, in most cases, the carrier has not been able to set up a delivery appointment with the customer.
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