Delayed, Lost or Stolen Package

Most packages arrive without any issues, but occasionally tracking may stop updating, a shipment may take longer than expected, or a package may be marked delivered even though you cannot locate it.

Please review the information below before contacting us. In many cases, delayed packages begin moving again without intervention.

My Package Hasn't Moved

It is normal for tracking to occasionally go several days without an update. Packages may be moving between carrier facilities even when no new scan appears.

We generally do not consider a shipment lost until the following amount of time has passed from the date the carrier accepted the package:

  • U.S. shipments: 20 days
  • International shipments: 30 days

If your package is still within these time periods, please continue monitoring the tracking. Most delayed shipments eventually begin moving again.

If the applicable time period has passed and there has been no delivery or meaningful tracking movement, please contact us and we can review the shipment.

USPS Tracking Says "Shipping Label Created" or "USPS Awaiting Item"

Occasionally USPS does not perform an acceptance scan even though a package has already entered the postal network. The first tracking update may not appear until the package reaches another USPS facility.

If tracking continues to show "USPS Awaiting Item" for more than 14 days, please contact us so we can review the shipment.

International Shipments and Customs Delays

International packages can experience longer periods without tracking updates, particularly while traveling between countries, waiting for customs clearance, or being transferred to the destination country's postal service.

Please also check the tracking website for your local postal carrier once the package reaches your country. The local carrier sometimes provides more detailed tracking information than the original carrier.

We generally allow up to 30 days after carrier acceptance before treating an international shipment as potentially lost.

A package being held or delayed by customs does not necessarily mean it is lost.

Tracking Says Delivered, But I Don't Have My Package

If tracking shows that your package was delivered but you cannot locate it, please first check:

  • Your mailbox, porch, side door, garage, or other possible delivery locations
  • With other members of your household
  • Your apartment office, front desk, mailroom, or package locker
  • With nearby neighbors

If you still cannot locate the package, please contact your local postal carrier or delivery office and ask them to investigate the delivery using your tracking number.

Local carriers can often access delivery information that is not shown on the public tracking page, including additional information about where the package was delivered.

If the carrier confirms that the package was lost or misdelivered, please contact us with the results of their investigation and we will review the next steps.

Shipping Insurance Claims

Some shipments are covered by shipping insurance. If an insurance claim is needed, the insurance provider may contact the recipient directly to verify that the package was not received.

This may include a short verification form or request for additional information or documentation.

Please complete these requests promptly. Boxy Pixel cannot complete the recipient's portion of the claim on your behalf.

If the requested verification or documentation is not completed, the insurance provider may delay or deny the claim, which can also delay our ability to resolve the missing shipment.

Please keep an eye on your email, including your spam or junk folder, while a missing package claim is being reviewed.

What Happens If My Package Is Determined to Be Lost?

Once we have determined that a shipment is genuinely lost and any required customer verification has been completed, we will review the appropriate resolution.

We do not necessarily wait for the insurance company to reimburse us before resolving a legitimate lost shipment.

However, if the insurance provider requires information or verification from the recipient, that step must be completed before we can continue.

What If the Original Package Arrives After a Replacement?

Sometimes a package that appears to be lost eventually begins moving again after we have already sent a replacement.

If both the original shipment and the replacement arrive, please contact us.

We would be very grateful for your help returning the duplicate items when reasonable, and we can provide return instructions when appropriate.

Boxy Pixel often incurs the cost of sending replacement products and additional shipping, and shipping insurance does not always reimburse us for those costs. Returning duplicate items helps us continue taking care of customers fairly when packages genuinely go missing.

Need Help?

If your shipment has exceeded the timeframes above, has been confirmed lost or misdelivered by the carrier, or you have received an insurance verification request, please contact us with your:

  • Order number
  • Tracking number
  • Any information provided by the carrier

If an insurance provider contacts you for verification or documentation, please complete that request as soon as possible so we can continue resolving the shipment.