Did USPS/FedEx/UPS lose my package?

As an online vendor, we receive requests from our customers to investigate lost packages.  Most of the time this is simply a delay, and the package does get delivered.  

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So how do you know if your package is considered lost?  Here are a few examples to help you determine if your package is lost or delayed.  

This status shows that the label was printed and is waiting for the carrier to update the tracking. The carriers pick up packages in bulk and typically scan them at their facility, but sometimes there are delays.  

We typically see an update on a package like this in 2 to 3 business days, but if you don't see an update within 5 days you can request an investigation (see details below).  

This status shows that the label was printed, and the facilities have been logged in the tracking details.  This package appears to be on track, however, if it stalls, and you don't see an update within 5 days, you can request an investigation (see details below).  

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If your package has not received an update for at least 5 days, we can investigate this as a potentially lost package.  Please send us the tracking number and the item that is delayed along with the following information by opening a ticket. 

See the instructions below:

1. Click on the HELP > SUBMIT A TICKET button
2. Fill in the required fields (Your email address, Related issue, and Subject)
3. Include the following information in the description:

• Name
• Order Number (if applicable)
• Additional details to help us address your concerns

If we verify this order is lost, we can either send a comparable replacement at no additional charge or issue a refund for the cost of the item.

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