The shippers have been having more and longer delays as well as an increase of incorrect deliveries since the increased mail traffic caused by more people staying/working from home.
The first thing we recommend is to check that it didn't get put some place beside your mail receptacle. For example, under patio furniture, behind a side gate/door. You might also check with your neighbors to see if it got put in the wrong mail box. That often happens when the delivery person has changed, or is temporarily assigned to the neighborhood.
If shipped with USPS, and above does not locate package, we recommend you reach out to your local post office, by phone if possible (Not the national 800 number, as you'll have to wait an hour, and they will not be able to give you any more information than the tracking site). If the local post office can’t be reached by phone, in person, or will not take that request via those methods, it can be done online by doing the following 1) complete a help request form, and if that doesn’t get you a result in a few days, 2) submit a missing search request, you can do both at link below (creation of USPS account is required):
https://www.usps.com/help/missing-mail.htm
All our shipping options now include $100 insurance from the shipper whether USPS, or UPS.
Either shipper will typically want evidence that the package was not stolen from the place of delivery. If you have a camera pointing at the delivery location, review the footage to verify if delivered, and or stolen.
If you opted in to the Shipping Protection that we offer at checkout, it does cover damage, loss, or theft regardless of whether the shipper does. If the package is lost, please do first contact the shipper, before contacting us, as they can often find the package.
If you need to file a claim, for a USPS delivery please realize as a very small staff, we are striving to keep up with the shipping demands of a growing company. We encourage you as the customer to file your claim, as we have no additional leverage to get the claim resolved than the customer does.
If you chose UPS as your shipper, please contact them at the link below, or call with your tracking number handy.
- Domestic: [1-888-742-5877](tel: 1-888-742-5877)
Help and Support Center | UPS - United States
If you need to file a claim for a UPS delivery, please let us know, as we have to file the claim on the customer's behalf.