Your package is missing. Don’t panic. Follow this step-by-step guide to find it, escalate it, and get compensation if needed.
Select your carrier for specific instructions:
Carriers sometimes mark packages as delivered up to 24 hours before actual delivery. Check your mailbox, porch, neighbors, and building manager before assuming it’s lost. Also check if someone else at your address received it.
Visit ShipSmart’s universal tracker or the carrier’s site. Note where and when the last scan happened. If it was at a facility — not your address — the package may still be in transit or at a local post office.
Call your local USPS post office directly (not the 1-800 number) and ask them to check their facility using your tracking number. Packages often sit at the facility before being returned or re-routed.
If it’s been more than 7 days: Go to USPS.com → Missing Mail and submit a search request. For UPS/FedEx, call their customer service and request a package investigation.
If the package is confirmed lost after the investigation period (7-60 days depending on carrier):
If your claim is denied, escalate: USPS → Postal Inspector General. UPS/FedEx → Consumer Financial Protection Bureau or your credit card company for a chargeback. Document everything in writing.
File a claim for insured USPS mail. Must be filed within 60 days of mailing date.
File a UPS damage or loss claim. Available online or by calling 1-800-PICK-UPS.
File a FedEx claim online. Must be filed within 60 days of the shipment date.
Contact DHL Express customer service to initiate a lost shipment investigation.