Package shown as delivered but never received.

Help with a Missing or Stolen Package

If your package shows as delivered but you haven’t received it, the following steps must be completed before we can initiate a theft or loss investigation:

1. Correct Address: You must have entered the correct and complete shipping address at checkout.
2. Timely Retrieval: Packages must be collected promptly upon delivery. We email tracking updates when your order ships and when it’s marked delivered.
3. Verify GPS Delivery: Contact the carrier to confirm the GPS coordinates of the delivery scan.
4. Misdelivery Follow-Up: If delivered to the wrong address, coordinate with the carrier to retrieve and redeliver it.

Carrier Contact Info:

• USPS: 1-800-275-8777 — Email USPS
• FedEx: 1-800-463-3339
• UPS: 1-800-742-5877

Insurance Coverage

Basic carrier insurance may be included with certain shipments. For added protection, we often purchase supplemental insurance. Once a package is marked delivered, post-delivery theft (e.g., porch theft) is not considered carrier error. However, some claims may still be approved.

Theft Investigation

Package theft is a criminal matter. We and our insurers pursue these cases seriously. The USPS Postal Inspector investigates USPS theft claims. You may be asked to submit a signed affidavit confirming non-receipt. In some cases, a police report may be required.

Ready to Report a Loss?

If you’ve completed the steps above, use the contact form below to begin an investigation. We’ll respond within one business day. Be prepared to promptly respond to any follow-up requests for information or documentation.