Lost or Delayed Mail / Shipment tracking shows the package delivered but I haven't received it

For questions regarding your USPS shipment, you can call USPS Customer Care Center at 1-800-ASK-USPS (1-800-275-8777).

Once we hand off your package to USPS for shipping/delivery, anything that happens from that point on is completely out of our control. Several things can happen :

  • Your package arrived and received without issues
  • Your package is found to have bad address or underliverable
  • Your package is shown to be delivered but you don't have it
  • Your package is delayed
  • Your package is lost
  • Your package is damaged during shipping

Please first take the time to review this article and save yourself some aggravation. Understanding the situation will help you in dealing with the situation. This is not a situation we want for you or us or USPS. Our hope is for you to receive and enjoy your purchases.

It is understandable that the situation you are experiencing is frustrating, but in dealing with mail and the postal system, it is best to be patient, be understanding and tolerant of the postal system. It is extremely important that you handle this situation calmly, politely and rationally. Getting emotional, angry or upset about it will not help, and never blame or threaten anyone. At best you will just turn someone off and encounter a wall, and at worst, you bring legal problems upon yourself. Don't go crazy!

Now start by first understand what happens to your package trying to make its way to you :

Here are some figures of the USPS system - https://facts.usps.com/table-facts/

The amazing fact is USPS handles 150 BILLION pieces of mail each year, and handles more than half the mail in the world. So, even if 99.99 percent accuracy with 0.01% error, the error would still be 15 million. It is important to understand the possibility exists that your package can encounter problems.

Please take the time and watch these videos so you can better understand what happens with your package during its journey to you :

https://www.youtube.com/watch?v=WX16-52bHvg

https://www.youtube.com/watch?v=6G-G9aQ9E1k

Since your package goes through an extensive journey before reaching you, you can help the process at the very beginning.

Your responsibility :
Make sure you have taken full responsibility of ensuring your ship-to address was correct and that the location is safe, secure and reliable. Do not expect any automated systems to make corrections for your errors. Our system is automated and generates a shipping label in accordance to your input. USPS also uses your input and will not make corrections.

So it is very important that you provide the correct email address and shipping address at the time you purchase. You are also responsible in making sure the ship-to location is secure and that your package can arrive and be safely received by you or someone you trust. If the mail is typically left in the open of your ship-to address, then you need to assess the risk to you. We are not responsible for lost mail, misplaced mail or incorrect deliveries.

Once USPS delivers a package, it is delivered and that's final, regardless of who picks up your package. So, it is very important that you first make sure your package can arrive safely in your hands. Only you can assess and determine that.

Make sure you understand what your package go through on its way to you, and what to expect. Understand that every package goes through automated systems. Don't assume or expect someone to know specifically what is happening to your package. Once your order is shipped, the tracking info is the key reference for everyone. If you don't understand why and expect someone to know exactly what is happening with your package, then please watch the youtube video in the links provided in this article. Here are the links again :

https://www.youtube.com/watch?v=WX16-52bHvg

https://www.youtube.com/watch?v=6G-G9aQ9E1k

Check for most detail tracking info at USPS tracking site

Don't expect someone to constantly check the status of your package for you or know the whereabouts of your package.

Understand that whoever you ask, everyone will be checking your tracking number at USPS tracking site. Only USPS can provide further details.

Be proactive and make contact with USPS if something goes wrong while your package is in the USPS system.

Have rational and reasonable expectations and act responsibly and appropriately.

Delays :
Once your shipment is picked up by USPS, it is completely out of our control, and it's in the hands of USPS. How they deliver, how long it takes, will they deliver and when they will deliver is completely up to them. Every item is examined and every package is prepared and in good shape up to the hand-off for shipping. You can try to ask USPS, but understand that your package is in a largely automated system, so don't expect someone at USPS to personally know what happened. Delays may be caused by holidays, weather, or who knows what (maybe even got dropped or stuck in the corner somewhere?).... Unfortunately all anyone can do is keep cool and wait at this point.

It can take the Post Office up to a month to deliver First Class and Priority Shipments. We understand you want your order and are frustrated at times with the Post Offices response. We can not reship any items back out to you until a full month has passed. Please be patient. Your order will arrive.

Lost :
If the mail is lost in the system and there are no delivery status, you will have to wait for some period (generally 30 days from the time of last known info about the shipment) and you would need to wait for USPS to locate and continue delivering your package. You can contact USPS to locate your package. You can try to ask USPS, but understand that your package is in a largely automated system, so don't expect someone at USPS to personally know what happened. At least at this point, the situation is close to an end, unlike the long wait with Delays. Continue to keep your cool.

If the package tracking info shows the package is lost or no status updates after 30 days from the last known point of shipment tracking by checking USPS tracking site, you can then contact us and we will evaluate the situation on a case by case basis.

Delivered but not received :
There are times when you may see your order status/shipment status showing your order has been delivered but you haven't received it.

All US orders are sent with delivery confirmation. With delivery confirmation your package will be scanned and indicated as "delivered" once it is placed in your mailbox. We will not replace or refund customers who claim that their package was not received once the tracking indicates that it was confirmed delivered.

Sometimes USPS will mark a shipment as delivered first and then go out for actual delivery. If that happened, it may take several days for you to actually receive the package. Each post office in United States has different practices. Some post office marks completion in batch, and that can occur either before or after delivery. You can ask your local post office how they do it at their branch for your area. If it is done prior to delivery, then they can tell you how long it can take.  Checking with your local post office may help clarify the situation.

You can also try asking your local post office to lookup the GPS location of the delivery.  Please see this from USPS - https://www.uspsoig.gov/document/package-delivery-scanning-%E2%80%95-nationwide

If the shipping address is correct, then you should first check with your family in the same household and neighbors for deliveries. You should also check to see if the package is misplaced somewhere. Please also check with someone to see if someone picked up your mail. If you have security camera, check if there has been any theft.

If you live in an apartment that requires a buzz code, then that might also be an issue. You also should check with other tenants in the building to see if someone picked up your package.

If your package is delivered to a location where someone receives it, such as a student mail center, UPS mailbox center, corporate mail center, then you need to check with the agent at the center who took receipt of your package. Once USPS hands off to the agent, the USPS tracking info will indicate that, and it is the responsibility of that agent to hand your package over to you. If any issues, your only recourse is either working it out with the agent or engage US Postal Inspector for assistance.

If you typically don't have mail delivery issues, then probably someone took your package. If you frequently have mail issues, it is your responsibility to ensure that you provide a safe and secure shipping address that you trust at time of purchase.

If you suspect mail theft, please contact the US Postal Inspector :

https://postalinspectors.uspis.gov/the-inspectors/mail-theft.html
https://postalinspectors.uspis.gov/investigations/mailfraud/fraudschemes/mailtheft/reportmailtheft.aspx

You can also contact your local law enforcement if you suspect mail theft at your mailbox.

So again, it is very important that you provide the correct email address and shipping address at the time you purchase. You are also responsible in making sure the ship-to location is secure and that your package can arrive and be safely received by you or someone you trust. If the mail is typically left in the open of your ship-to address, then you need to assess the risk to you. We are not responsible for lost mail, misplaced mail or incorrect deliveries. Once USPS delivers a package, it is delivered and that's final, regardless of who picks up your package. So, it is very important that you first make sure your package can arrive safely in your hands. Only you can assess that.

Delayed tracking status :
Sometimes USPS is delayed in shipment tracking info and not in updated immediately in real-time. The USPS tracking update delays can be several days to weeks.

Damaged Package :
All items and packages are examined before hand-off to USPS. If your package or item arrived damaged, understand that something happened to the package during shipping. Mishaps and accidents do happen. Understand that the postal system is extremely large, sophisticated and automated. Don't take it personal or think that something happened to it intentionally. Blaming us or USPS will not help in this matter. You can contact us and provide us with pictures of the package and item, and we will evaluate on a case by case basis.

Bad address / Undeliverable address :
Keep in mind that the shipping is to whatever destination you specified in the order. It is not possible for us to help you reroute/change incorrect shipping address once an order is processed and shipped. We might be able to change the shipping address if the order has not begin processing, but there is no guarantee. Once an order is processed for shipment and picked up by USPS, there is nothing we can do. We can’t even retract the package, because it no longer belongs to us as soon as it is handed off to USPS.

If it's too late to change, then either someone will be very lucky in receiving your package, or you can hope that it's undeliverable and hope the package gets sent back to us. You might be able to ask your local USPS to help, and that may depend on how helpful and willing your local postal worker is. Be sure you ask for help very politely. Remember, you are dealing with people and relying on the USPS for your package.

Packages are sent out to the address you designate at the time of your order. If it's addressed to the wrong address, then you made a mistake and the entire system including the postal system just follows your instruction at the time of your order. So, please make sure your Email address and both the Ship-To Address and Billing Address are correct.

If the shipping address is incorrect, then it is a very problematic situation. The package is in the USPS system, and it may or may not be possible to change the destination. You can ask your local post office about that. If it is not possible to change the shipping destination, then you can try to contact the people at the location of the shipping address and ask them to hold the package for you.

You might be able to intercept or stop the mail. Please see https://www.usps.com/manage/package-intercept.htm

If you live in an apartment that requires a buzz code, then that might also be an issue. You also should check with other tenants in the building to see if someone picked up your package.

Since USPS handles so much mail daily, it's highly unlikely anyone will be able to recall what they did with the package. However, if the mail was undeliverable, they may re-attempt delivery and then they will hold it in the local post office for 15 days for you to go claim the package. You should bring a photo ID if you attempt to claim your package at your local post office or ask for them to hold the package and not attempt delivery.

If the package is undeliverable, USPS will hold it at the post office for 15 days, and then return it to us. Your package will come back to us and be noted as such on the USPS tracking info at USPS tracking site. The shipment status will show the package is returning to sender, and will update with return status. Once the return status indicates the package has arrived at our location, please then create a Return Request at https://rebelbod.com/pages/returns-exchanges , and select "Undeliverable" as the reason. That basically notifies us that the package is on its way back to us. Once the package is received on our end, we'll then be able to match the returned package to the Return Request, and process the returned package accordingly.

Once we receive your package, we will contact you for a new shipping address and resend it to you at your cost if there is no Return Request opened by you. You will need to confirm that in a timely manner. All returned packages without Return Request will be disposed after a period of time, and we are not responsible to locate or replace/credit the returned package. When you ask us to resend, it is your responsibility to make sure you provide us the correct shipping address and the location is secure. If you no longer want it to be resent, then let us know, and we will provide you credit minus shipping + handling cost we incurred. Again, it is important that you provide the correct shipping address and ensure the location is reliable.

Engaging USPS for assistance :

For questions regarding your USPS shipment, you can call USPS Customer Care Center at 1-800-ASK-USPS (1-800-275-8777).

1 - See USPS guidelines regarding lost or delayed mail : https://www.usps.com/help/missing-mail.htm

2 - Contact your local post office. Call or go visit the local post office. Let them know about the missing mail package and the package details and description so they can look within their building. Keep checking back in with them in case the package shows up. The post office's general phone number is 1-800-ASK-USPS.

3 - Start a search at the Mail Recovery Center. Fill out Claim Form 1000 or missing mail form from the post office or online to start a search for your package at the Mail Recovery Center (MRC). This form asks for specific details about the contents of your package. The employees at the MRC use this information to hunt for the contents of your package in the landscape of items from other lost mail packages.
https://about.usps.com/postal-bulletin/2012/pb22351/html/info_005.htm
https://www.usps.com/help/missing-mail.htm

4 - If you frequently have lost mail and suspect something is wrong with your mail route / local post office, you can request an investigation with US Postal Inspector. They can investigate and determine what happened to the package and if someone took the package.

You can call 1-800-275-8777 to initiate an investigation. They will provide a case number which you can then use to follow up.

Lost International Shipments :
If you chose USPS First Class International and did not select insurance, we cannot reship your package. International customers take full responsibility for USPS First Class International Shipments without insurance as this is the most unreliable form of International Shipping. It can take from 2 to 6 weeks for international shipments to arrive by this method.

For more reliable and faster international service, please select FedEx or UPS.

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