If an order is being reported as anything other than Delivered for an unreasonable amount of time (for example, you purchased 3-Day shipping and it's been over a week), we can safely conclude that the item is lost. 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 you live in an apartment complex, you might have a mailhub where the mailman delivers all mail, a single family home where the order may have been placed on the front step, or perhaps the mailman delivered the item to the wrong house.
Depending on the situation, you may need to file a police report with your local police department (See a list of non-emergency police contacts here). Our Claims Department looks at these claims on a case-by-case basis and determines the best course of action to get your items refunded.