Lost package: what to do

Have this ready

• tracking number
• delivery photo
• order number

Steps for any company

1. Ask the seller first. The seller usually holds the claim with the carrier.

2. If you shipped it, file a claim with the carrier within its deadline.

3. Dispute the charge with your card issuer if the seller does not refund or resend.

A company playbook below replaces these generic steps with the company’s own forms, phone numbers and deadlines.

Company playbooks (16)

Parcel and mail carriers

• DHL Express (U.S.)Start a trace by phone, then the shipper or bill-to party files a written claim within 30 days of the date DHL accepted the shipment.
• FedExAsk the merchant or file a claim yourself within nine months of the shipment date for an undelivered package.
• OnTracOpen an inquiry for "delivered, no package"; after 2 business days with no answer, go to the retailer, who must file any claim within 15 days.
• United States Postal ServiceCheck tracking, submit a Missing Mail search after 7 days, and file an insurance claim before day 60.
• UPS (United Parcel Service)Search the delivery area, then open a missing-package claim within 30 days of the expected delivery date (60 days is the outer limit). If you bought the item, ask the seller too.

Retail and e-commerce

• AliExpressAn item that did not arrive or was lost within the guaranteed delivery window shown on the order detail page is covered by Buyer Protection.
• AmazonFor an Amazon-sold order, ask customer service for a refund or replacement; for a third-party order, contact the seller, then file an A-to-z claim.
• CostcoReport a lost Costco.com shipment for a return or replacement; missing items are replaced, not refunded.
• eBayReport the item as not received after the delivery date, give the seller 3 business days, then ask eBay to step in.
• EtsySend the seller a Help with order request; once the estimated delivery date has passed and 48 hours have gone by, open a case within 30 days of the estimated delivery date.
• IKEAReport missing items or an order that did not arrive to the Customer Support Center; missing pieces must be reported within 48 hours of delivery.
• KrogerReport missing delivery items to the company that fulfilled the order (Kroger or Instacart).
• NeweggIf tracking says delivered but nothing arrived, or items are missing, report it within 15 days of the delivery date.
• NordstromReport missing items or shipments in your account within 30 days of the ship date.
• TargetReport a Target.com package that did not arrive to Guest Services.
• TemuReport a missing or not-received package in the support center within 90 days of the order date.

Guides

• Parcel and mail carriers — how complaints work
• Retail and online shopping — how complaints work
• Rideshare and delivery apps — how complaints work