What happens if my package is lost in transit?

We know how frustrating it can be to wait for an order that never seems to arrive. If your package appears to be lost in transit, here is everything you need to know about what to do and how we will work with you to make it right.

How do I know if my package is lost?

A package may be considered lost in transit if any of the following apply:

Your tracking information has not updated in several days with no explanation
Your tracking shows your package has been stuck at a carrier facility for an unusually long time
Your package has not arrived within a reasonable timeframe beyond the estimated delivery window
Your tracking shows an unexpected status that suggests the package may be missing or misdirected

What should I do first?

Before reaching out, here are a few quick steps to take:

Check your tracking information for any updates or alerts from the carrier
Confirm that your shipping address was entered correctly on your order
Check with anyone else in your household or building who may have received the package on your behalf
Check with neighbors in case the package was accidentally delivered to the wrong address

Reach out to us right away

If your package appears to be lost, contact us as soon as possible with your order number and a description of the situation. Here is what to know about how we handle lost shipments:

Our team will work directly with you and the carrier to investigate the status of your shipment and submit any necessary claims on your behalf
You will not have to navigate the carrier claims process alone. We will handle the communication and paperwork with the carrier to track down your package
If the carrier confirms that your package is lost and will not be recovered, we will work to ship a replacement to you as quickly as possible

What if I have Shipping Protection?

If you added Shipping Protection to your order at checkout, the process is even simpler. Here is what to know:

Shipping Protection covers your order against lost packages during transit
Simply reach out to our support team and we will work to get your replacement or reimbursement processed as quickly as possible
Lost package claims must be filed within 72 hours of the delivery date listed on the carrier's website if applicable

What if I do not have Shipping Protection?

Even without Shipping Protection, we are still here to help. Here is what to expect:

Our team will work with you to file a claim with the carrier and follow it through to resolution
The standard carrier claims process can take longer to resolve than a Shipping Protection claim, but we will be with you every step of the way
Once the carrier confirms the package is lost and will not be recovered, we will work to get a replacement shipped out to you

How long does the process take?

The timeline for resolving a lost package claim can vary depending on the carrier and the circumstances of the shipment. Here is what to keep in mind:

Acting quickly and reaching out to us as soon as you suspect a package is lost will help move the process along faster
Having your order number and tracking information ready when you contact us will help our team get started right away
We will keep you updated throughout the process and work as efficiently as possible to get your replacement on its way

Tips to help avoid lost packages in the future

Here are a few steps you can take to reduce the risk of a lost package on future orders:

Double check that your shipping address is accurate and complete before placing your order, including your business name if shipping to a business address
Adding Shipping Protection to your order provides the fastest path to a replacement or reimbursement if something goes wrong during transit
Track your order regularly using your tracking number to catch any potential issues early

If your package appears to be lost, do not hesitate to contact us right away. Our team will handle the heavy lifting and work with the carrier to find your shipment or get a replacement on its way to you as quickly as possible!