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. Missing Mail

If your order was shipped via USPS you can save time by trying to contact USPS directly to do a missing mail search.

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. However, there are many times when a package will show up unannounced.

3. 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 have legacy Route protection, stolen packages are eligible for claims through Route.

📬 Still Need Help?

If tracking information looks incorrect or you’re unsure which step applies to your situation, contact us using our contact form on our website.

Please include:

Your order number

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

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