Package shown as delivered but never received.

Help with a missing or stolen package.

To successfully pursue an insurance claim for loss or theft, the following requirements must have been completed by you:

1. You must have provided an accurate and correct delivery address when you placed your order.
2. You must ensure timely collection of your package upon delivery. Tracking information is emailed to you when your order ships and upon delivery.
3. You must have contacted the carrier to confirm the package’s GPS delivery location. Carrier contact phone numbers are listed below.
4. If the package was mis-delivered, coordinated with the carrier for package retrieval and re-delivery to your correct address.

USPS 1-800-275-8777

FedEx 1.800.463.3339

UPS 1-800-742-5877

Insurance coverage:

The carriers may provided basic insurance (USPS, FedEx, UPS) for some types of shipments. We also purchase insurance from a secondary insurance provider for some shipments. Once the package has been delivered, a theft after delivery (porch theft) is not considered to be a loss caused by the carrier. However, sometimes they will still cover the loss.

Theft loss:

"Porch theft" is a crime and will be investigated as a theft. We and our insurance carrier aggressively pursue all claims of package theft as a crime. For USPS deliveries, the USPS Postal Inspector will investigate the crime. In most cases a sworn affidavit stating the package was not received will be required from you. In some cases a police report will be required.

After you have met the 4 requirements listed above, please use the form below to contact us to initiate an investigation. We will respond within one business day.

During the investigation, please respond promptly to any request for information or documentation from us and/or other parties to the investigation.