So I recently ordered some gear from new balance with their 50% off sale. I received a confirmation and advised that it had been shipped. I waited the 3-5 business days with no parcel. I logged on to the new balance site which still said the delivery was on route. Thought nothing of it. Another few days passed, logged back on and realized the tracking number was of star track couriers. Checked the tracking number, said it was already delivered.
Contacted the courier, they stated it had indeed been delivered and that I had given authority for it to be left in a secure spot if unanswered. I questioned this as we have quite a secure front yard (high solid front fence with gate). I said if it was left at the door we would have received the parcel. They ended up looking into it and the driver stated that the gate was locked so he left it next to the gate (essentially on the foot path!). So obviously its been stolen. I advised we never lock our gate and that they surely are liable. Yet to hear a response!
To New Balances huge credit I contacted them, they apologized and without question offered refund/replacement. Seems like a very common problem that they just feel is too hard to resolve with the courier company. I still feel annoyed that new balance and not star track had to do what is right.
Mine were delivered on the 16th of this month and i was very surprised to see the authority to leave label. I waited around to sign for them, just having to sign for a pair of $15 boxer shorts i purchased on eBay just a few days prior. I assumed that New Balance would have their customers sign for a pair of $200 shoes (minus the 50% discount of course).
I've also recently purchased a $20 Billabong cap from Surfstich eBay store and they used StarTrack, though from memory i believe they advise it will be left in a secure place when delivered.
New Balance should state this during their checkout process when ordering through their store.
Just a bit off topic, those New Balance shoes were a US13 in a normal width and were too small. That's a size that normally fits me. However, the returns process was quite easy to follow. Received an email two days after the tracking confirmed they had been returned to say credit card has been credited.