Insurance & ClaimsMy package seems lost — what now?
Tracking stopped moving? Here's a calm, step-by-step plan before you file a claim.
A package with no tracking updates for a few days isn't necessarily lost — packages often travel between facilities without a scan. Before you panic, work through this list.
- 1Wait 5 business days without updates
Peak season, weather, and long-haul legs can all cause gaps. Most stalled packages start moving again.
- 2Double-check the address
Open the shipment and confirm the address matches what your customer gave you. A wrong unit number is a classic culprit.
- 3Ask your customer to check around
Neighbors, mailroom, front office, behind the planters. You'd be amazed.
- 4Request a carrier search
For USPS, a Missing Mail search can be submitted 7 days after mailing. For UPS, FedEx, DHL Express and other carriers, contact us and we'll open a trace with the carrier on your behalf.
- 5File a claim
If it's insured and still missing, file a claim once the waiting period has passed.
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