Lost or Stolen Package

📦 Lost or Stolen Package Policy

We understand how frustrating it can be when a package doesn’t arrive as expected. Please review the steps below so we can get you to the fastest resolution.

1. Check Your Tracking First

Before submitting a claim or contacting support, please:

Review the tracking link from your shipping confirmation email
Check around your property (front door, garage, side door, mailbox)
Ask neighbors or building staff if they accepted the delivery

Carriers sometimes mark packages as delivered up to 24 hours before final drop-off.

2. If You Purchased Shipping Protection (Recommended)

If you added Route shipping protection at checkout, Route handles lost and stolen package claims directly and easily

👉 File your claim here:
https://claims.route.com/

You’ll need:

Your Boxy Pixel order number
The email address used at checkout

Route will guide you through the process and issue a replacement or refund when approved.

3. If You Did Not Purchase Shipping Protection

If your order was shipped via USPS and no shipping protection was purchased, you must work directly with USPS.

Once at least 7 days have passed since shipment, you can open a Missing Mail Search:

👉 USPS Missing Mail Search:
https://missingmail.usps.com/

If USPS confirms the package is lost, you may be eligible to file a USPS insurance claim (depending on the service used).

Please note: If tracking shows Delivered to the correct address, USPS generally considers the shipment complete and does not issue refunds or replacements.

4. If Tracking Shows Delivered but the Package Is Missing

If tracking confirms delivery:

Contact the carrier to request delivery details or GPS confirmation
Check with neighbors or property management
If applicable, file a police report for theft (optional)

If you purchased Route protection, stolen packages are eligible for claims through Route.

🛡️ Why We Recommend Shipping Protection

Lost and stolen packages are unfortunately common in e-commerce. Once a package is marked as delivered, carriers typically do not accept responsibility for theft.

Shipping protection provides a faster and more reliable resolution if something goes wrong.

📬 Still Need Help?

If tracking information looks incorrect or you’re unsure which step applies to your situation, contact us at:

Email: support@boxypixel.com

Please include:

Your order number
Your tracking number
A screenshot of the tracking status

We’ll help point you in the right direction as quickly as possible.

Lost or Stolen Package | Boxy Pixel