My order was lost. What should I do?

Losing a package can be frustrating, but it rarely happens. Nevertheless, you won't lose your order or your money if it does happen. So don't worry! If your order shipped via UPS and appears to have gone missing, there are steps you can take to resolve the issue and get your package delivered. Follow the guide below to initiate the process and ensure a smooth resolution.

Steps to Take

  1. Check Your Tracking Information:
    • Begin by checking the tracking information provided for your order. You can usually find this information in the shipping confirmation email we sent you upon dispatching your order.
    • Visit the UPS website or use their mobile app to track your package using the tracking number provided. Note any recent updates or if the package shows as delivered when it hasn't been.

  2. Contact UPS Customer Service:
    • If your package is marked as delivered but you haven't received it, or if the tracking information hasn't been updated for several days, contact UPS customer service immediately.
    • You can reach UPS customer service by phone or online chat. Please provide them with your tracking number and explain the situation. They will initiate an investigation into the whereabouts of your package.

  3. File a Lost Package Claim:
    • If UPS confirms your package is lost, they will guide you through filing a lost package claim.
    • You will need to provide details about your shipment, including the tracking number, description of the contents, and the value of the package here.
    • UPS may require additional documentation or evidence to support your claim, such as proof of purchase.

  4. Contact Us for Assistance:
    • While UPS handles the logistics of locating lost packages, we're here to support you throughout the process.
    • If you encounter any difficulties or need further assistance, don't hesitate to contact our customer support team. We'll work closely with UPS to ensure that your issue is resolved as quickly as possible.
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