Short answer: A carrier's "Delivered" status doesn't prove a package has reached our team. If a package still isn't in your account 3 business days after delivery, or 5 business days for USPS, contact us with the invoice and a screenshot of the tracking. We'll run a full search. If we can't find it, we'll give you a written statement that we didn't receive it, so you can claim from the seller.
Why "Delivered" isn't always the whole story
- UPS, FedEx and DHL scan each package as they hand it over at our door.
- USPS delivers to our warehouse in bulk. A whole load is dropped off at once, and USPS marks every package in it as delivered at the same moment, sometimes before those packages have actually reached us.
That's why USPS has a longer window. Most packages that look missing turn up within it. For the first things to check, such as your suite number, the right warehouse and the carrier's delivery photo, see "My package shows as delivered but isn't in my account yet".
How long to wait before contacting us
| Carrier | Contact us if the package isn't in your account after |
|---|---|
| UPS, FedEx, DHL and others | 3 business days |
| USPS | 5 business days |
Business days are Monday to Friday, when our warehouses are open.
What to send us
Please include:
- the carrier and the tracking number
- the seller's invoice or order confirmation
- a screenshot of the tracking page showing the delivery date
- whether the label included your suite number
How we search
We run one full search and record what we checked:
- our records for your tracking number, including packages logged under a different number and packages in the "Unknown" account (labels without a suite number)
- for USPS, every package we logged from that day's delivery
- our camera footage, where it's available
- a physical search of our receiving area
We'll let you know the result as soon as the search is complete.
If we can't find it
We'll send you a written, dated statement confirming that the package was not received at our warehouse, with the details of our search. What happens next depends on who placed the order:
- You ordered it yourself: the seller is the carrier's customer, so the claim goes through the seller. Send them our statement, and they can open a claim or a missing-package search with the carrier. If the seller won't help, the statement can also support a dispute with your card issuer.
- It was a Personal Shopper order: we placed the order, so we contact the seller and handle the claim for you.
When we become responsible for a package
Our responsibility for a package starts once it has been received at our warehouse and logged to your account. A carrier's "Delivered" status on its own doesn't confirm that we've received it. That's why a claim for a package that never reached us goes to the seller or the carrier.
Protecting valuable purchases
If an item is valuable to you:
- ask the seller to ship with UPS, FedEx or DHL instead of USPS, or with signature confirmation
- add the order to Expected Packages with its tracking number as soon as you've placed it
- keep the invoice and the order confirmation
Common questions
USPS says my package was delivered days ago. Is it lost? Not necessarily. USPS marks a whole bulk delivery as delivered at once, so it can take a few business days for every package in it to reach our team and be logged. If it still isn't in your account after 5 business days, contact us.
Will you refund me if you can't find it? We can't refund a package that never reached our warehouse, because our responsibility starts when a package is received and logged. We'll give you a written statement so you can claim from the seller. For a Personal Shopper order, we handle the claim.
Can I file the claim with USPS myself? The carrier's customer is usually the seller who shipped the package, so the seller is best placed to open the claim. Our statement supports it.
Does adding my order to Expected Packages help? Yes. It tells us to look out for the package and helps us match it to you quickly, even if the label is missing your suite number.
Still need help?
Our support team is available on weekdays from 09:00 to 17:00 ET at [email protected].