What to Do When Your Package is Lost or Delayed
Step-by-step guide for handling lost packages and filing claims.
Check Tracking Status First
Before assuming a package is lost, check the tracking thoroughly. 'Exception' or 'Held' status doesn't mean lost. Allow extra time during peak seasons. Check if delivery was attempted and a notice left.
Contact the Courier
If tracking shows no updates for several days, contact the courier's customer service. Provide: Tracking number, Shipment date, Origin and destination, Package description. Ask for an investigation to be opened.
File a Claim
If the package is confirmed lost, file a claim. You'll need: Proof of shipment, Proof of value (receipt/invoice), Tracking information. Claims typically must be filed within 60-90 days of shipping.
Claim Processing
Claims are reviewed by the courier. They may request additional documentation. Processing takes 5-30 days. Reimbursement is based on declared value or actual value (whichever is lower), up to liability limits.
Preventing Future Issues
Always get tracking on important shipments. Consider shipping insurance for valuable items. Require signature confirmation. Use couriers with good track records. Take photos of packing.
Pro Tips
- Act quickly - don't wait too long to report issues
- Document everything with screenshots and reference numbers
- Check with neighbors for misdelivered packages
- Review your shipping insurance coverage
- Escalate to management if not resolved