We understand how frustrating it can be when a package appears to be lost. The good news is that many delayed or misplaced shipments are eventually located and delivered. If a carrier ultimately declares a package lost, your shipment remains protected and we will work with you toward a resolution.
Before reporting a package as lost
Tracking delays, missed scans, weather events, transportation issues, and carrier processing delays can sometimes make a package appear lost when it is simply delayed. We recommend reviewing the tracking information carefully and allowing a reasonable amount of time for the carrier to update the shipment status.
USPS shipments
If your USPS package has not been delivered and there has been little or no meaningful tracking activity for approximately five business days after shipment, please open a support ticket and bring the issue to our attention.
Our team regularly works with local post offices and USPS distribution centers to help locate delayed packages. In many cases, early intervention helps move a stalled shipment through the system and increases the likelihood of successful delivery.
If you would like to assist with the search, you can submit a USPS Missing Mail Search request directly with USPS. You may also contact USPS Customer Care at 1-800-275-8777 or visit your local post office with your tracking number.
If a USPS package remains missing despite all recovery efforts, our policy is generally to reship or refund the order after 30 days from the original ship date. If you need the product sooner, you may place a new order. If the original package is later declared lost, the appropriate resolution will be provided at that time.
Understanding USPS tracking updates
Not every USPS tracking update represents a physical scan of your package. USPS uses both system-generated updates and physical package scans.
One of the most common tracking messages customers ask about is "In Transit to Next Destination." This message often indicates that transportation equipment containing the package has been scanned, rather than the package itself. While these updates can be frustrating, they do not necessarily indicate that the package is lost.
UPS shipments
If your UPS package appears lost or stalled in transit, UPS requests that the recipient first contact them directly regarding the shipment.
You can begin that process through the UPS Claims Center. UPS is often able to resolve delivery issues directly with the recipient.
If UPS is unable to locate the package after approximately five days of investigation, please open a support ticket and provide any information you received from UPS regarding the case.
What information should I provide?
When opening a support ticket, please include your order number, tracking number, and a brief description of the issue. Providing complete information helps our team begin investigating the shipment more quickly.
The sooner a potentially lost package is brought to our attention, the greater the likelihood that the carrier can locate and successfully deliver it.
