A Package is Missing; is it Lost or Stolen?

If an order is being reported as anything other than delivered for an unreasonable amount of time, we can safely conclude that the item is lost. For example, the customer purchased 3-day shipping and it's been over a week.

If a scan was missed, the package was misplaced, or simply did not ship, it is unlikely that the status will change to delivered. At this point, we can step in and go to bat for you!

What if the order is being reported as delivered but is nowhere to be found?

If the customers lives in an apartment complex, they might have:

• a mail hub where the mailman delivers all mail
• a single-family home where the order may have been placed on the front step
• the mailman delivered the item to the wrong house

Depending on the situation, the customer may need to file a police report with their local police department. (See a list of non-emergency police contacts here).

Our Product Support team looks at these order issues on a case-by-case basis and determines the best course of action to get your items refunded.

Note: Depending upon the jurisdiction, a false police report may be charged as a misdemeanor or a felony