Verifying your package was delivered.
If tracking shows your item has been delivered, but you have not received it, we suggest that you first check with your neighbors, front office, or other house residents to see if they’ve received the item on your behalf.
Since many tracking pages show a photo of the successful delivery location, we ask that you review this photo for more information about where your package may have been delivered. You can access your Marketplace order tracking page by looking at your order page here.
Please note, if the delivery photo provided by the shipping carrier is not of your delivery address, our team will require a photo of the delivery address listed on your Marketplace order to proceed with your request.
I still can't find my package, what's next?
If you still cannot find your package, please let us know using the portal linked below:
Submit the Lost/Stolen Shipment Form available at this link.
Step-by-Step Guide to Filing a Lost/Stolen Shipment Report
Submit the Lost/Stolen Shipment Form: Complete the form available at this link for the missing order.
Provide a Delivery Location Photo: Include a clear image showing the house or apartment number associated with the shipping address. This can be submitted via the form or chat support.
File a Police Report (if applicable): If the item is confirmed stolen, submit a police report. Ensure the report or contact details of the officer for verification are submitted within three days of the delivery.
Provide an Alternative Address for Replacements: Offer an alternative (non-original) address to ensure successful delivery of replacement items.
Please know that for us to process your request, you must fill out the form within 30 days of the delivery date indicated on your shipment’s tracking page. You can find your Marketplace order’s shipment tracking page by looking at your order page here.
If you have any difficulty completing the form, please reach out to our Customer Success Team for assistance.
The Customer Success Team may ask you to file a police report after your form has been submitted. Any requested police report must be filed and sent in within 30 days of the delivery date for general missing package claims. For theft verifications, this must be done within three days of the delivery date. Ensure you provide a full copy or officer contact details for follow-up.
If you fail to submit a claim within the carrier's designated timeframe (30 days for missing deliveries, 3 days for theft claims) or provide required follow-up information, you may remain responsible for payments on the item, even if it was not delivered.
If the claim is approved by our team and accepted by the carrier, one of the following will occur:
Replacement Orders: A replacement order will be processed for the reported item. Payments from the previous order transfer to the replacement order.
Do not cancel the replacement order until it is in 'Current' status, which indicates shipping is underway.
Issued Credits: If the item is unavailable, payments already made will either be applied toward other active orders or converted into an account cash balance, usable for future purchases or withdrawal to a verified bank account.Cash balances from credits can be used for future purchases via Perpay or withdrawn to a verified bank account once verified.
It is essential to keep your payments active throughout the claim process. Maintaining payments ensures your account remains in good standing and prevents delays in the resolution process. Payments made during this time will be credited appropriately if your claim is approved and accepted by the carrier.
How can I find the information I need to complete the Lost or Stolen Package Form?
Account Information
To check that you are using the right Marketplace account, please select the 'View Profile' section of your account and review the email and personal information that is displayed.
The information you provide on your Lost or Stolen Package Form must match the information on the Marketplace order you are filing a claim for.
Order Number
Your Perpay Order Number can be found by viewing your orders page. Using the 'All Orders' section, you can find the Marketplace order you would like to file a claim for and enter the complete order number in the Lost or Stolen Package Form.
Item Number
Your Perpay Order Number can be found by viewing your Marketplace orders page and navigating to the order that you would like to file a claim for.
Once this page is open, the Item ID is displayed under each item. Please enter the complete item ID number in the Lost or Stolen Package Form. An example item ID is shown below:
Handling Items You Receive Later
Tips for Ensuring a Successful Claim Process
Keep payments active on your Perpay account during the investigation process to avoid delays.
Retain the original packaging until instructed otherwise by Perpay.
Check with neighbors or building staff to verify whether they may have accepted the package on your behalf.
If your item is eventually delivered after reporting it missing, you may choose to:
Reject the package upon delivery and return it to the sender within 5 business days using the original tracking number.
Keep the item and initiate a return (if eligible) for a credit once the item is returned.
Frequently Asked Questions
Overview of Perpay's Refund and Credit Policy
Perpay has established clear guidelines for handling refunds and credits for orders that were not received:
Eligibility: Refunds or replacements are only provided after a claim has been successfully filed within the required timeframes.
Timeframes: Claims for theft must be submitted within 3 days of delivery notification. Missing delivery claims must be raised within 30 days of the delivery date.
Required Documentation: All requested documentation must be provided promptly, including police reports, proof of non-delivery, or photos of your delivery location.
What happens to payments I’ve already made?
If your issue is resolved (either through the item being confirmed lost or returned), any payments made toward the order will be credited toward your account. These can be applied to other active orders, used for future purchases, or withdrawn to your bank account.
What if I fail to submit a lost/stolen shipment report in time?
If you do not submit a claim within the carrier’s designated timeframe, or fail to provide necessary follow-up information, the balance for the item will remain on your account. As a result, you will be responsible for making payments for the item, even if it was not received.
Does stopping my payments speed up the resolution process?
No, stopping payments can lead to delays in issuing replacements or processing returns and may impact your account standing, spending limit, or ability to place future orders. It’s best to keep payments active to ensure prompt resolution.