Insured Packages - Presumed to be Lost

Presumed Lost Packages (No Tracking Movement)

If your tracking information has not updated or the shipment status has not changed for an extended period of time, the package may be classified as "presumed lost".

Tracking delays do not automatically indicate a lost package. Carriers may experience temporary processing delays, missed scans, customs holds, or transit congestion.

When to Take Action

If there has been no tracking movement for several days, you must:

• Notify us immediately
• File a formal claim with the shipping carrier

Claims must be filed no sooner than 7 days after the last tracking update. Filing too early may result in automatic denial by the carrier.

Carrier Investigation Process

Once a claim is submitted, the carrier will initiate an investigation to locate the shipment. This may include reviewing scan history, routing data, facility logs, and driver reports.

During this time, the package may resume movement if it is located within the carrier’s network.

If the Package Is Located

If the carrier successfully locates the shipment, it will continue through the shipping network and proceed to final delivery.

If the Package Is Confirmed Lost

If the carrier is unable to locate the shipment and formally closes the claim as lost, we will promptly create a replacement order and reship it using an express courier service.

Replacement shipments will be sent to the original delivery address unless otherwise confirmed in writing.

Reshipment will only occur once the carrier has officially completed and closed the investigation.