Delivery Policies

NextGen HME (an operating company of Tall Oaks Group, LLC) - Delivery Confirmation Policy

Updated: July 25, 2025

At NextGen HME, a part of Tall Oaks Group, LLC, we are committed to ensuring your ordered products reach you safely and efficiently. We utilize reliable shipping carriers that provide comprehensive tracking and, in most cases, photographic proof of delivery for your peace of mind. This policy outlines our procedure for situations where a product is confirmed as delivered by the carrier, but a customer claims non-receipt.

1. Policy Purpose

This policy outlines NextGen HME's stance and procedure for handling claims of non-delivery when our shipping carrier provides photographic proof of delivery and tracking information confirms successful delivery to the address provided by the customer. This policy aims to balance customer satisfaction with the prevention of fraudulent claims, particularly for high-value items.

2. Scope

This policy applies to all orders placed through NextGen HME's website where our designated shipping carriers (e.g., FedEx, UPS, USPS, etc.) provide both detailed tracking information indicating "delivered" status and photographic proof of delivery at the specified recipient address.

3. Proof of Delivery (POD) Standards

NextGen HME considers the following as valid Proof of Delivery:

  • Carrier Tracking Information: The official tracking record from the shipping carrier showing the package as "delivered" to the customer's provided shipping address.

  • Photographic Proof of Delivery: A clear, timestamped photograph provided by the shipping carrier, depicting the package at the delivery location (e.g., doorstep, porch, mailroom, etc.), clearly showing the package and a recognizable feature of the delivery address.

4. Customer Claims of Non-Delivery

In the event a customer claims non-receipt of a product despite our shipping carrier providing both tracking confirmation of delivery and photographic proof of delivery, NextGen HME will initiate the following investigation process:

  • Initial Verification: We will first verify the tracking information and review the provided photo proof of delivery to confirm it matches the customer's address. As part of this verification, we will speak directly with the carrier and also utilize tools such as Google Maps Street View to cross-reference and verify that the location depicted in the carrier's photo matches the customer's provided delivery address.

  • Customer Cooperation: We will request the customer to:

    • Thoroughly check all potential delivery locations around their property (e.g., hidden porches, side doors, with neighbors, apartment complex office/mailroom).

    • Contact other members of their household who may have received the package.

    • Review the shipping address provided in their order to ensure its accuracy.

    • File a missing package claim directly with the shipping carrier. We will provide all necessary tracking and delivery details to assist them in this process.

  • Carrier Investigation: We will also initiate an internal inquiry with the shipping carrier, providing them with the customer's claim and the existing proof of delivery. The carrier may conduct their own investigation, which could include interviewing the delivery driver or reviewing GPS data.

5. Resolution for Confirmed Deliveries with POD

If, after our internal review and the carrier's investigation, both tracking information and photographic proof of delivery strongly indicate that the product was delivered to the correct address (further verified by our Google Maps assessment), and no evidence of carrier error or mis-delivery is found, NextGen HME's policy is as follows:

  • Limited Reimbursement: Due to the conclusive evidence of delivery, NextGen HME will generally not issue a full refund or free replacement. However, in recognition of the customer's claim and as a gesture of goodwill, we may offer a partial reimbursement of up to 25% of the product's purchase price, at the sole discretion of NextGen HME (an operating company of Tall Oaks Group, LLC). This reimbursement is intended to assist the customer in mitigating their loss, but it is not an admission of liability for non-delivery when delivery is demonstrably confirmed.

  • Customer Responsibility: It is the customer's responsibility to ensure the security of their delivery location. Once a package is confirmed delivered by the carrier with photographic proof, NextGen HME considers the delivery fulfilled. Instances of theft after confirmed delivery are typically outside of our direct responsibility. We advise customers to take steps to secure their deliveries, such as utilizing secure parcel lockers, requesting signature confirmation for high-value items (if offered), or arranging for delivery to a secure location where available.

  • Reporting Suspected Fraud: In cases where there is strong suspicion of fraudulent claims (e.g., repeated claims of non-delivery despite consistent proof, discrepancies in customer statements, etc.), NextGen HME reserves the right to decline any reimbursement and may report the activity to relevant authorities and payment processors. We will take legal action if we find a customer is suspected of felony fraud (any amount delivered over $300.)

6. Exceptions

This policy may not apply in the following situations:

  • Clear Carrier Error: If the carrier's investigation explicitly confirms a mis-delivery (e.g., delivered to the wrong address, clear error in the photo proof that our Google Maps verification also highlights), a refund or replacement will be issued.

  • Product Damage: If the claim is for a damaged product upon arrival, and not non-delivery, our standard return and refund policy for damaged goods will apply.

7. Policy Review

This policy will be reviewed periodically and may be updated as necessary to reflect changes in shipping practices, fraud trends, or legal requirements.

 

Did Your NextGen HME Order Show as Delivered, But You Can't Find It? Including a photo?

 

Next Steps for Customers:

If your NextGen HME order's tracking shows "Delivered" and includes a photo of the package at your address, but you haven't received it, here's what to do:

  1. Check Everywhere: Look around all possible delivery spots: your front porch, back door, garage, with neighbors, and in any apartment office or mailroom.

  2. Contact the Carrier: File a missing package claim directly with the shipping carrier (FedEx, UPS, USPS). We can provide you with all the necessary tracking details to assist you.

    1. Begin "Report for Missing Package" on carrier website: Using your tracking link, visit the carrier website and report your missing package. 

Important Note: If our investigation, including verification with the carrier and photographic evidence, confirms the product was delivered to the correct address, NextGen HME generally does not issue full refunds or free replacements.

In such cases, we may offer a partial reimbursement of up to 25% of the product's purchase price as a gesture of goodwill, at our discretion. This policy helps us combat fraud while offering some assistance.